Technical Support Specialist (Senior) - Identity and Messaging

We support the Kingdom’s largest and most complex organizations across all industries in delivering Enterprise Transformation with clear mission to support our customers to grow better not just bigger focusing on efficiency and not just effectiveness.

We are currently searching for an enthusiastic and innovative Customer Success Support Engineer to work on our Support Team supporting and implementing Alnafitha’s Unified Communication/Productivity Solutions.

We’re a team of technology driven individuals with a curiosity for how things work and a passion for designing and building reliable, scalable, and efficient implementations. This position will require high cooperation with other teams from project management, sales and business development. We’re always striving to learn more, expand our skills and grow our teammates,

Primary Focused Domain(s): Core Infrastructure – Identity Management, Email

• Provide support, troubleshooting, and solutions to complex problems. This involves dealing with difficult situations including complaint handling, sensitive customers and mission critical support.
• Improving the overall customer experience serving as the customer advocate within Alnafitha and playing a key role in assisting our clients to maximize their investment in Technology.
• Provide the following services: Proactive Services: Services which promote customer health through Risk Assessments, Health Checks, Code Reviews, or other similar offerings.
• Reactive and 24x7 Critical Situations support: Reactive services which address the most critical customer issues.
• Dedicated Support: Engagements that strengthen customer relationships and IT infrastructure & application effectiveness through dedicated support delivery.
• Ad hoc Services: Short and time limited engagements focused towards customer specific issue remediation or support (e.g. Chalk Talks).
• Workshops and Training: Deliver technical training for customer knowledge transfer and for helping customers to consume their products and services.
• Presenting and demonstrating Alnafitha’ S services to customers.
• Build scope of work/low level technical scope based on the business requirements.
• Deliver technical implementation and solution design within Alnafitha’ services.
• Assist customers with migrating legacy applications to a cloud optimized architecture.
• Deliver technical process documentation.
• Assist in representing Alnafitha in any forum (i.e. seminars, technical or marketing, conferences event)
• Mentor other team members on deployed solutions and best practices.

Requirements

Certification Requirements:

• Bachelor’s degree in Computer Science or equivalent.
• ITIL Foundation (Must)
• MCSE: Core Infrastructure (Must)
• MCSE: Messaging
• Microsoft 365 Certified: Enterprise Administrator Expert (preferred)
• Microsoft Certified: Azure Solutions Architect Expert (preferred)

Technical Skills:

• Experience in the following technology: 7+ (Microsoft: Active Director, SSO/Federation, Azure AD, Microsoft Exchange)
• Experience on Microsoft Exchange 2016/ 2013 / 2010 server, Mail Flow, Exchange Online, Client connectivity (On-prem and cloud), Device management, Load balancing, Authentication and Hybrid Identity technologies.
• Experience with migration of Exchange customers to Office 365 and end to end support and troubleshooting experience of Exchange Online and Office 365 Hybrid solutions.
• Additional skills in Exchange Online Protection, Antigen/Forefront Protection for Exchange.
• Experience in AD Security (ATA, AD backup and recovery, security practices and AD health check)
• Knowledge in Microsoft Server features (ADFS – DFS – RMS – WSUS – WDS – CA – IIS).
• Knowledge in Virtualization (Microsoft Hyper-V, VMWare).
• Basic knowledge in SQL database administration and implementation.
• Solid understanding of client/server, networking, and Internet technologies fundamentals.
• Knowledge in installing, configuring and updating ManageEngine AD360.

Personal Skills (MUST):

• High sense of responsibility and ownership, acting like owner in what you do.
• Exceptional communication and presentation skills
• Being able to work on their own or in a team
• Being able to work to tight deadlines
• Ability to maintain composure during stressful situation
• Handling many tasks & responsibilities
• Fluent in Arabic and English.