EJADA is looking for Support Engineer to join Egypt team.
Conceptualize, design and build the architecture required for optimal extraction, transformation, loading, accessing, and analyzing data from a wide variety of data sources using different technologies and products.
Provide documentation and technical specifications to describe the proposed/implemented solution and prepare written materials for the purpose of documenting activities, like: Solution Architecture Document, Low-Level Design, Backup and Recovery Plan, Test Script, Installation Guide, Administration Guide, etc.
Install and configure different products of data management, operating systems and databases.
Ensure efficient operation, and optimal systems and platforms functionality and availability, by continuous monitoring and fine-tuning.
Keep customer data separated and secure across national boundaries through multiple data centers and cloud regions.
Comply with the customer security policies and non-functional requirements.
Ensure security through access controls, backups and firewalls.
Perform and oversee backup, restore, clustering, mirroring, replication and failover procedures.
Perform routine and scheduled audits.
Take ownership of customer issues reported and unplanned outages, and track problems through to resolution, within agreed time limits.
Research, diagnose, troubleshoot and identify solutions to resolve system issues.
Ask customers targeted questions to quickly understand the root of a problem.
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams and external vendors.
Provide prompt and accurate feedback to customers and internal teams.
Refer to internal database or external resources to provide accurate technical solutions.
Ensure proper recording and closure of all tasks.
Communicate timelines with customers and vendors while adhering to our Service Level Agreements for issue response/resolution with respect to the severity.
Prioritize and manage several open tasks at one time.
Talk to clients and vendors through a series of actions, either via phone, email or chat, until a task is finished or a technical issue is solved.
Follow up with clients to ensure their systems are fully functional after troubleshooting.
Provide ongoing maintenance and ownership of applications/solutions.
Apply update batches and upgrade products with new releases and models.
Prepare accurate and timely reports.
Maintain procedural documents and reports.
Document technical knowledge in the form of knowledge base technical notes and manuals.
Maintain jovial relationships with clients.
Meet the particular requirements of our clients.
Ensure that your work remains backed up and readily accessible to relevant coworkers.
Remain up-to-date with industry standards and technological advancements that will improve the quality of our outputs.
Secondary Tasks and Responsibilities
Evaluate and recommend new technologies.
Develop expertise to train staff on new technologies.
Train clients on proper application use.
Analyze and sustain capacity, storage planning, and performance requirements.
Do different types of testing: stress test, performance test, penetration test, vulnerability assessment, etc.
Implement and maintain database security and encryption.
Build database scheme, tables, procedures and permissions.
Develop database utilities and automated reporting.
Build an internal wiki with technical documentation and manuals.
Attend seminars, conferences, in-service training and staff meetings as required.
BSc degree in Information Technology, Computer Science or equivalent.
2 to 5 years of work experience with different systems and software.
Proven working experience as an enterprise technical support engineer, a desktop support engineer or an IT help desk technical engineer.
Experience with data management technologies and products.
Hands-on experience with Windows and Linux environments.
Hands-on experience with various database management systems, like: Oracle, MS SQL Server, PostgreSQL, MongoDB, etc.
Proficiency in database administration, management, and data imports/exports.
Knowledge of enterprise backup and recovery procedures.
Proficiency in the use of Structured Query Languages for building, maintaining and extracting data from relational databases.
Ability to diagnose and troubleshoot basic technical issues.
Familiarity with remote desktop applications and help desk software.
Knowledge of web services, API, and IP-based protocols.
Knowledge of computer hardware, and networking systems and protocols.
Experience with or knowledge of programming languages, current equipment and technologies, systems performance-monitoring tools, system testing tools, active directories, HTTP traffic, content delivery, caching, content and file management, high availability, software and hardware load balancers, firewalls, and disaster recovery.
Nice to have qualifications
Work experience in data management implementation and/or support projects, especially informatica products.
Good knowledge in data management different products, especially informatica products.
Work experience with computer hardware, and networking systems and protocols.
Knowledge of system security (e.g. intrusion detection systems).
Knowledge of virtualization, VMWare, or equivalent.
Experience in project management, application design and integration, and cloud computing.
Experience with software in a SaaS environment.
Microsoft, Cisco, Linux, Oracle or similar certification is a plus.
Cairo Governorate - Egypt / Onsite
Specialist (2-5 yrs)
English - Arabic
Any Time Zone
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About the company
EJADA systems Ltd
IT & software
EJADA is a leading IT services provider in the Middle East and North Africa (MENA) region, enabling enterprises and public-sector organizations to maintain and increase their competitive edge through innovative IT solutions.