Senior System Engineer

Company Description

Geeks is a technology company based in Dubai that provides Managed IT services for businesses and on-demand tech support for individuals. The company offers unlimited support and manages IT infrastructure to help businesses focus on growth. Geeks connects customers with skilled technicians for tech repairs at their convenience, whether at home or in the office.

Role Description

• Offer expert-level remote support to resolve complex technical issues for clients, including network, cloud infrastructure, and application issues.
• Troubleshoot escalated incidents related to cloud platforms (Google Workspace & M-365) and network configurations (routers, firewalls, switches, VPNs).
• Manage, configure, and troubleshoot cloud-based systems ensuring optimal performance and scalability.
• Assist clients with cloud migrations, cloud deployments, and infrastructure optimization.
• Provide guidance on cloud architecture, security, and best practices to meet business needs.
• Lead root cause analysis of complex issues and provide permanent solutions to avoid recurrence.
• Prioritize and manage multiple incidents simultaneously, ensuring SLAs are met.
• Communicate clearly with customers, offering timely updates and resolution reports.
• Create and maintain comprehensive documentation for configurations, troubleshooting steps, and incident resolutions.
• Mentor junior engineers by sharing knowledge and providing technical guidance.
• Develop training material and technical support articles to help clients resolve common issues.
• Identify and recommend improvements to optimize client infrastructure for performance, security, and cost-effectiveness.
• Act as a senior point of contact for clients, offering high-level technical guidance and support.
• Manage escalations from the technical team, ensuring swift and effective resolution of critical issues.
• Build strong relationships with clients to understand their infrastructure needs and recommend appropriate solutions.
• Stay up to date with the latest trends and best practices in cloud computing, networking, and cybersecurity.
• Coordinate with other teammates and Team collaboration.

Qualifications

• Customer Support and Communication skills
• Technical Support and Troubleshooting abilities
• Strong Analytical Skills
• Experience in leading a team or project management
• IT certifications or relevant technical qualifications
• Ability to work well under pressure and in a fast-paced environment