b_labs is the transformation and digitization arm of B.TECH, on a mission to change the industry as we know it. We spearhead tech innovation at B.TECH, an organization that has been a cornerstone of the Egyptian retail industry. We are the engine powering B.TECH in achieving its goal of becoming the leading omni-channel platform for consumer electronics and appliances in Egypt. By joining b labs, you will get to benefit from a collaborative startup environment, while also enjoying the stability of working within a company that has achieved strong growth year after year. You will be part of a visionary, customer-focused team with an ambitious mission--to become a trailblazer for digital retail within the Middle East.
As a Senior Support Engineer, you will be in charge of supervising our support team. The perfect candidate will have the responsibility of managing daily operations, guaranteeing excellent customer service, and providing guidance to the support staff. This role requires collaboration with different teams to optimize IT service delivery and improve the overall user experience.
Responsibilities:
- Manage & lead a team of service desk members, ensuring efficient handling of support tickets and IT requests.
- Monitor and ensure timely responses to support inquiries using a ticketing system.
- Provide guidance and training to team members, promoting their professional growth and development.
- Collaborate with other departments to resolve complex IT issues and ensure smooth operations.
- Develop and maintain documentation, standard operating procedures, and knowledge base articles.
- Act as a point of escalation for high-priority issues and critical incidents.
- Train new team members.
- Conduct audits on closed tickets to ensure accuracy and quality.
- Allocate and schedule resources to ensure comprehensive support coverage.
- Lead service improvement initiatives to enhance the overall quality of support.
- Be willing to be on call outside of standard working hours to offer assistance or address urgent matters when needed.
Requirements
- Bachelor's degree in engineering or computer science.
- At least five years of experience in service desk operations or technical support roles.
- Demonstrated leadership experience in a service desk or IT support role.
- Extensive knowledge of IT service management frameworks (ITIL certification is a plus).
- Thorough understanding of IT infrastructure, systems, and software such as Windows, network troubleshooting, and printers.
- Proficient in ticketing systems like Service Desk Plus, ServiceNow, etc.
- Strong communication and interpersonal skills, with the ability to effectively lead and motivate a team.
- Capable of problem-solving and remaining calm under pressure.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Experience in mentoring and developing junior team members.
- Collaborative mindset with the ability to work with cross-functional teams and stakeholders at all levels.
- Bachelor's degree in information technology, computer science, or a related field (or equivalent experience).
- Strong understanding of Active Directory, SCCM.
- Familiarity with cloud platforms like Microsoft 365, AWS, Azure, Intune, etc.
- Experience with optimizing software licenses and managing IT assets is preferred.
- Additionally, familiarity with security best practices and implementation experience is preferred.
Benefits
Office environment: When you come to our b_labs office, you'll find creative workspaces, a well-equipped kitchen, and an open design to foster collaboration between teams.
Flexibility: You know best whether you want to work from home or in the office. However, if you want to join your teammates onsite, we will subsidize the costs for lunch to foster the b_labs office community
Equipment: From "Day 1" you will receive all the equipment you need be successful at work. Therefore, you can choose your laptop and get all the tools you need to stay on top of your game.
