Job Summary

As an IT Help Desk you will be responsible for providing support for various aspects, including hardware, software, email, IP phones, and applications. IT Help Desk Officers are responsible for handling help desk requests, troubleshooting issues, and ensuring that employees have the technical assistance they need to carry out their work effectively.

Duties and responsibilities

1-     Provide first-line technical support to internal users by responding to help desk requests and incidents promptly and professionally.

2-     Troubleshoot and resolve hardware, software, and network-related issues, ensuring minimal downtime for end-users.

3-     Document and track support requests in a ticketing system, maintaining accurate and detailed records of all interactions.

4-     Assist in the setup, installation, and maintenance of desktops, laptops, printers, and other hardware devices.

5-     Diagnose and repair hardware problems, coordinating with vendors for warranty and repair services when necessary.

6-     Perform basic administration tasks like (Create, delete, modify users and groups in identifying management systems).

7-     Configure and troubleshoot email clients.

8-     Perform local and remote installations of devices such as CCTV equipment, IP Phones, Telepresence, Workstations, servers.

9-     Install and configure various office network equipment.

10- Offer technical assistance for business applications and ensure they are functioning correctly.

11- Create and update user guides and documentation for common IT procedures and troubleshooting steps.

12- Provide training sessions to help users become more proficient with technology.

13- Ensure compliance with IT security policies and assist in implementing security best practices.

14- Provide remote assistance to off-site or remote employees, resolving issues efficiently to minimize disruptions.

15- Collaborate with other IT team members to address complex issues and projects.

16- Generate reports on help desk performance, issue trends, and resolution times for management review.

Qualifications:

Job Summary

As a technical support engineer will be responsible for managing technical customer requests routed from the call center ensuring impartial investigation of all customer complaints and ensuring ticket is followed up and feedback is provided to the customer on a timely basis meeting SLAs of the company.

Duties and responsibilities

1-     Troubleshoot and resolve customer issues related to internet connectivity, network equipment, and related devices.

2-     Respond to customer inquiries and provide technical support through phone, email, and chat.

3-     Perform network diagnostics, including testing and analysis of network equipment, to identify and resolve network issues.

4-     Document all customer interactions, including details of issues and solutions provided, in the company's customer relationship management (CRM) system.

5-     Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

6-     Collaborate with other teams, including sales and network engineering, to resolve customer issues and improve the customer experience

7-     Organize ideas and communicate oral messages appropriate to listeners and situations;

8-     Follow up and make scheduled callbacks to customers where necessary;

9-     Stay current with system information, changes, and updates to ensure continuous improvement in technical skills and knowledge.

10-  Prepare accurate and required reports to the manager.

Qualifications:

-   Bachelor's degree in Computer Science, Information Technology, or a related field.

-   2-3 Years of Experience in the Technical Support or related field.

Core Competencies:

-           Technical expertise

-           Customer service Skills.

-           Attention to detail

-           Problem-solving

-           Safety awareness

-           Time management

-           Teamwork

-           Adaptability

-           Continuous learning

Skills:

-           Experience with network diagnostic tools

-           Ability to work independently and as part of a team.

-           Familiarity with networking concepts and protocols, such as TCP/IP, DNS, DHCP, VPN, and firewalls.

-           Strong analytical and problem-solving skills

-           Ability to provide step-by-step technical help, both written and verbal.

Knowledge:

-           CCNA or other relevant network certification.

-           Experience with VOIP and IPTV technologies.

-           Knowledge of Linux/Unix operating systems.

-           Experience with ticketing and CRM systems.

-           Familiarity with scripting languages.

 General KPIs:

-           The average time is taken to respond to customer inquiries or tickets.

-           % of support tickets closed within the defined timeframe.

-           % of unanswered calls during the work shift.

-            % of the employee's compliance with organizational and company policies, including, speech script, data protection, and privacy guidelines.

-           % of the time taken to handle customer inquiries or issues.

-           % of commitment to attendance at working hours.

-           % of customer satisfaction.

-           % of customer issues resolved on the first call.

Job Summary

As a DevOps Engineer, you will be responsible for ensuring the smooth operation and continuous improvement of our infrastructure and software delivery processes. You will collaborate closely with cross-functional teams to automate, streamline, and optimize our development, testing, deployment, and monitoring processes.

Duties and responsibilities

1-     Independently implement complex tasks with little or no supervision, following company and industry best practices and standards.

2-     Analyze operational, integration and security requirements for systems, and contribute to the DevOps plan by defining and estimating tasks.

3-     Collaborate with development, operations, and QA teams to define and implement best practices for continuous integration, continuous delivery, and infrastructure automation.

4-     Develop and maintain configuration management tools, such as Ansible, Chef, or Puppet, to automate infrastructure provisioning and configuration.

5-     Monitor and optimize system performance, scalability, and availability, using tools like Nagios, Prometheus, or ELK stack.

6-     Troubleshoot and resolve issues related to infrastructure, deployments, and system performance in a timely manner.

7-     Implement and maintain effective security measures and best practices to protect company and customer data.

8-     Write automated performance, load and security tests for complex systems, following established system performance metrics.

9-     Identify root cause of medium-complexity problems and perform impact and trade-off analysis of different technical solutions, recommending best options.

10- Coach and guide other team members in all areas of DevOps, reviewing their code and validating estimates.

11- Document processes, configurations, and troubleshooting guides to ensure knowledge sharing and maintain system documentation.

12- Stay updated with industry trends, best practices, and emerging technologies related to DevOps and infrastructure management.

Qualifications:

-        Bachelor's degree in Computer Science, Information Technology, or a related field.

-        4 years of experience in software development or DevOps  

Core Competencies:

-           Infrastructure Automation

-           Continuous Integration and Continuous Delivery

-           Cloud Platforms

-           Scripting and Programming

-           Networking and Protocols

-           Troubleshooting and Problem-Solving

-           Security Best Practices:

-           Collaboration and Communication

-           Continuous Learning

-           Documentation and Knowledge Sharing

Skills:

-           Proficiency in using automation tools such as Ansible, Chef, Puppet, or similar tools

-           Experience with implementing and managing CI/CD pipelines.

-           Ability to deploy and manage applications in a cloud environment

-           Proficiency in scripting languages such as Bash, Python, or Ruby.

-           Basic programming skills to collaborate with developers and automate tasks.

-           Ability to containerize applications, manage containerized environments.

-           Ability to set up monitoring alerts, collect and analyze logs, and ensure system performance and availability.

-           Ability to troubleshoot network-related issues, configure network devices, and optimize network performance.

-           Ability to work in an agile environment, collaborate with cross-functional teams

-           Ability to clearly articulate technical concepts and solutions

-           Ability to troubleshoot complex problems, conduct root cause analysis.

Knowledge:

-           Fluent Command of English and Arabic- Written and Spoken.

-           Fluent Command of Microsoft Office (MS Word, MS Excel, PowerPoint)

-           Understanding of networking concepts

-           Familiarity with network troubleshooting tools and techniques.

-           Knowledge of protocols commonly used in ISP environments

-           Understanding of the typical infrastructure components

-           Familiarity with virtualization technologies

-           Knowledge of cloud platforms and their networking capabilities,

-           Proficiency in Linux/Unix operating systems and command-line interfaces.

-           Knowledge of network security principles, best practices, and tools

-           Experience with monitoring tools and logging frameworks

-           Strong scripting and automation skills using languages

-           Understanding of incident management processes

-           Effective communication and collaboration skills to work with cross-functional teams

 General KPIs:

-           % of time taken to deploy new features, bug fixes, or infrastructure changes.

-           % of time taken to respond to incidents, identify root causes, and resolve them.

-           % of time required to restore services or systems after an incident or failure.

-           % of compliance with security standards, regulations, and best practices.

-           % of customer satisfaction with the performance

Job Summary

As a Telesales Representative, you will be responsible for promoting and selling our internet services to prospective customers over the phone. Your main goal will be to generate new business and contribute to the company's growth. You will play a crucial role in building and maintaining customer relationships by providing exceptional service and addressing customer inquiries.

Duties and responsibilities

1. Conduct outbound calls to potential customers and effectively communicate the features and benefits of our products or services.
2. Build rapport and establish positive relationships with customers through engaging and persuasive conversations.
3. Identify customer needs and tailor product or service offerings to meet those needs.
4. Provide accurate and detailed information about product specifications, pricing, and promotions.
5. Answer customer questions and address concerns or objections to facilitate the sales process.
6. Maintain a comprehensive database of customer interactions, including notes and outcomes of each call.
7. Follow up on leads and inquiries generated through marketing campaigns or other sources.
8. Meet or exceed sales targets and contribute to the overall sales team goals.
9. Collaborate with the sales team to share market insights, customer feedback, and best practices.
10. Continuously update product knowledge and stay informed about industry trends and competitors.

Qualifications

-  Bachelor’s Degree.

-  0-1 Year experience as telesales representative or a similar sales role.

Core Competencies:

-           Sales and Persuasion Skills

-           Communication Skills

-           Customer Focus

-           Resilience and Persistence

-           Service Knowledge

-           Time Management

-           Team Collaboration

-           Adaptability

Skills:

-           Strong negotiation and persuasion skills.

-           Proficiency in various sales techniques

-           Ability to build and nurture customer relationships

-           Capability to identify and address customer concerns.

-           Skill to prioritize tasks, manage workload efficiently, and meet sales targets

-            Ability to adapt to new sales strategies

Knowledge:

 -            Good Command of English and Arabic- Written and Spoken.

-           Good Command of Microsoft Office (MS Word, MS Excel, PowerPoint)

-           In-depth knowledge of the internet services offered by the company

-           Awareness of the competitive landscape in the ISP industry

-           Familiarity with effective sales strategies and techniques

-           Understanding of customer service principles

-           Knowledge of  CRM Software and Sales Tools

-           Basic knowledge of internet technologies

-             Understanding of data privacy regulations

General KPIs:

-                % of the number of leads that are converted into actual sales.

-           % The number of calls made within a specific period.

-           % of the number of calls made that result in a successful sale.

-           % The time taken to respond to inbound leads or inquiries.

-           % of Customer Satisfaction

-           % of Achieve the assigned sales target. (Monthly, Quarterly)

Job Summary

As a Team Leader of Fiber Technician Installation, you will be responsible for leading a team of technicians to ensure efficient and effective fiber optic network installations. Your role will involve overseeing the installation process, coordinating with other departments, and providing technical guidance to your team members. You will play a critical role in ensuring the successful deployment of fiber optic infrastructure and delivering high-quality services to our customers.

Duties and responsibilities

1-     Lead and manage a team of fiber technicians, providing guidance, support, and supervision throughout the installation process.

2-     Coordinate with project managers, engineers, and other teams to plan and execute fiber optic network installations.

3-     Assign tasks and responsibilities to team members, ensuring proper resource allocation and workload distribution.

4-     Oversee the installation of fiber optic cables, connectors, splices, and related equipment according to industry standards and company guidelines.

5-     Troubleshoot and resolve technical issues during installations, ensuring minimal disruption to network connectivity and customer services.

6-     Train and mentor technicians, keeping them updated on the latest installation techniques, tools, and safety protocols.

7-     Collaborate with the Quality Assurance team to conduct post-installation inspections and ensure adherence to quality standards.

8-     Check the daily work assigned for the team members.

9-     Submit the daily reports related to the completed works to the manager.

10- Implement and Manage employee shifting schedules, daily activities.

11- Record daily the attendance records and ensure company policy is implemented.

12- Implement Health and Safety Rules and ensure policy is implemented.

13- Prepare and submit the daily, weekly, monthly and annual reports as per section guidelines.

14- Coordinate daily schedule of employee assignments and ensure performance meets SLAs.

15- Resolve all employee personnel inquiries, conflicts and grievances.

Qualifications:

-        Bachelor in Eng. or Diploma in related degree + Technical certificate in related field to electrical, computer or telecom engineering.

-        A minimum 5 Years’ experience in telecommunication/ISP or network operations industry. With 3 years technical field staff supervising

Core Competencies:

-           Technical Expertise

-           Leadership

-           Problem Solving

-           Collaboration and Communication

-           Organizational Skills

-           Safety Compliance

-           Training and Development

-           Quality Assurance

-           Adaptability

-           Time Management

Skills:

-           Excellent communication skills, both verbal and written

-           Possess comprehensive knowledge and skills in fiber optic installation

-           Proficient in using fiber optic testing equipment

-           Ability to read and interpret technical drawings, diagrams.

-           Ability to delegate tasks, provide guidance and support, foster teamwork, and motivate team members to achieve project goals.

-           Strong analytical and problem-solving abilities

-           Deep understanding of safety protocols and regulations

-           Ability to adapt to changing project requirements, work in different environments

-           Effective time management skills to prioritize tasks

Knowledge:

-           Good Command of English and Arabic- Written and Spoken.

-           Good Command of Microsoft Office (MS Word, MS Excel, PowerPoint)

-           In-depth knowledge of fiber optic technology

-           Understanding of fiber optic network architecture

-           Familiarity with various types of fiber optic connectors

-           Proficiency in using fiber optic testing equipment

-           Knowledge of fiber optic cable management techniques

-           Familiarity with network protocols and standards

-           Thorough knowledge of safety regulations, guidelines, and industry best practices.

-           Understanding of project management principles and methodologies

-           Understanding of customer service principles and the importance of delivering high-quality services

General KPIs:

-           % of Implementation the Field installations Strategic plan.

-           % of time taken to complete installations, comparing it to the estimated time.

-           % of the quality of fiber optic installations by conducting post-installation inspections.

-           Evaluate the effectiveness of communication and collaboration within the team and with other departments.

-           % of compliance to organization policies.

-           % of customer satisfaction rate.

-           % of Deadlines met for processes as per SLAs

Job Summary

As a Senior Network Engineer, you will be responsible for designing, implementing, and maintaining our network infrastructure, ensuring high availability and performance. You will work closely with cross-functional teams to support the organization's networking needs and provide expert guidance on network architecture and security.

The Senior Network Engineer must have a deep understanding of network protocols, hardware, and software, and possess excellent problem-solving and communication skills.

Duties and responsibilities

1-     Collaborating with network architects to design and implement functional company networks.

2-     Plan and deploy network equipment and technologies, including routers, switches, firewalls, and load balancers.

3-     Creating and implementing network security measures.

4-       Monitor network performance, troubleshoot issues, and optimize network configurations to ensure high availability and performance.

5-       Collaborate with cross-functional teams, including systems administrators and software developers, to support their networking requirements.

6-       Provide technical expertise and guidance on network architecture, protocols, and security best practices.

7-       Conduct regular network assessments and audits to identify vulnerabilities and propose solutions for improvement.

8-       Stay up-to-date with emerging networking technologies and trends

9-       Participate in the on-call rotation and respond to network-related emergencies outside of regular business hours, if required.

10-      Mentor and provide technical guidance to junior network engineers.

11-    Delegating networking maintenance tasks to junior staff.

Qualifications

  -   Bachelor's degree in Computer Science, Information Technology, or a related field.

-   At least 5 years experience as a Network Engineer, preferably in an ISP or telecommunications environment.

Core Competencies:

-           Network Design and Architecture

-           Network Troubleshooting and Optimization.

-           Network Security

-           Hardware and Software Proficiency

-           Network Protocols and Technologies

-           Network Monitoring and Management

-           Collaboration and Communication

-           Documentation and Reporting

-           Continuous Learning and Adaptability

Skills:

-           Demonstrated ability to design and implement scalable and robust network architectures.

-           Strong troubleshooting skills to identify and resolve network issues

-           Strong interpersonal and communication skills

-           Experience in analyzing network performance metrics.

-           Expertise in configuring and managing network hardware

-           Experience with network monitoring and management systems

-           Proficiency in creating and maintaining accurate network documentation, including network diagrams, configurations, and standard operating procedures.

-           Ability to generate reports on network performance, security, and capacity planning.

-           Ability to explain complex networking concepts to non-technical stakeholders.

-           Ability to develop and implement network monitoring strategies.

-           Proactive attitude towards staying updated with the latest networking technologies.

  Knowledge

-           Excellent communication skills, both written and verbal

-           Excellent Command of Microsoft Office (MS Word, MS Excel, PowerPoint)

-           Thorough understanding of TCP/IP, BGP, OSPF, MPLS, VPN, QoS, and other key networking protocols

-           Familiarity with network operating systems and management software is necessary.

-           Comprehensive knowledge of network security principles and best practices.

-           Expertise in designing scalable and resilient network architectures.

-           Experience with network monitoring and analysis tools

-           Familiarity with virtualization technologies like VMware, Hyper-V, and cloud networking concepts

-           Knowledge of command-line interface (CLI) commands, configuration management, and software upgrades.

-           Understanding of load balancing techniques and technologies

-           Awareness of emerging networking technologies and trends

 General KPIs:

-           % of time that the network is available and operational without any significant downtime or service interruptions.

-           % of time taken to identify and resolve network issues or incidents.

-           % of the time taken to respond to network incidents or customer-reported issues

-           % of the effectiveness and efficiency of implementing network changes , including configuration updates, hardware upgrades, or network architecture modifications.

-           % of the efficiency of detecting, responding to, and mitigating security incidents.

-           Evaluate the completeness and accuracy of network documentation.

-           % of the completion of assigned tasks, projects, and responsibilities within the allocated time and resources.

Job Summary

As a Graphic Designer will be responsible for designing and developing visual concepts that effectively communicate our brand message, also responsible for designing a range of mediums including print, digital, and social media platforms.

Duties and responsibilities

1-     Develop creative designs for social media, digital marketing campaigns, our website, and print materials such as brochures and flyers.

2-     Design and create graphics, icons, and other visual elements that reflect our brand image and values.

3-     Collaborate with the marketing team to develop and execute effective marketing strategies that support business objectives.

4-     Ensure that all designs are consistent with our brand guidelines and maintain a high level of quality.

5-     Stay up-to-date with market trends, software, and technologies to continuously improve the quality of designs.

6-     Manage multiple projects and prioritize tasks to meet project deadlines.

7-     Work with printers, vendors, and other third-party providers to ensure the quality of printed materials.

Qualifications:

-   Diploma's degree in Graphic Design or related field.

  -   At least 2-3 years of experience in a Graphic Designer role

Core Competencies:

-           Creativity.

-           Communication.

-           Attention to detail.

-           Time management.

-           Teamwork.

-           Collaboration.

-           Industry Knowledge.

-           Adaptability.

-           Problem Solving.

Skills:

-           Strong knowledge of graphic design principles, including layout, color theory, typography, and branding.

-           Proficiency in Adobe Creative Suite (Photoshop, Illustrator).

-           Experience with designing for websites, social media, and digital marketing campaigns.

Knowledge:

-           English & Arabic Language - Written and Spoken.

-           Knowledge of Software Skills:

-           Knowledge of Brand Awareness.

-           Advanced Knowledge of Design programs.

 General KPIs:

-           % number of design projects completed successfully within the allocated timeframe.

-           % number of design revisions

-           % of time it takes for the Designer to complete the task