Answer calls, provide appropriate solutions to customer issues within agreed timelines, and ensure their satisfactory closure.
Ready to work on 24/7 Shifts.
Assist customers in troubleshooting and solving incidents or escalating to the L3 team, if needed.
Execute planned daily maintenance operations on the deployed solution to have the most uptime as per SLA.
Ensure accurate historical incident data storage with quick access for problem solving.
Log system details to assist in generation of weekly, monthly, and quarterly technical activity and KPI reports.
Engage in software acceptance and integration before site deployment.
Participate in product migration and deployment at customer sites.
Perform System Admin role as a backup for the main resource whenever required. Main responsibilities include maintaining and managing all server hardware and software systems and their performance and availability. Troubleshoot and resolve infrastructure issues in a timely manner, ensuring minimal disruption to operations.
Execute day to day CA/RA operations as per documented operational check lists.
Support the execution of the operational key ceremonies and the overall PKI management cycle.
Provide routine certification services such as customer services and document control processes relating to Subscriber Certificate registration, generation, and revocation.
Interact with applicants and subscribers, managing the Certificate request queue and completing the Certificate approval checklist.
Support the PKI administrator in various technical PKI activities (incident handling, testing,).
Stay up to date with industry best practices, emerging technologies, and security threats in a distributed environment.
Train customers and team members on the solution and technology whenever required.
Knowledge, Skills, and Experience:
You must have a bachelors degree in computer science or equivalent.
Proven experience as an application support and maintenance engineer, with a minimum of 7 to 8 years of experience in a distributed environment.
Moderate to good experience on performing System Admin and PKI related tasks.
Extensive understanding of Windows and Redhat Linux.
Excellent problem-solving and analytical skills, with the ability to troubleshoot complex issues in a distributed environment.
You must be fluent in English. Knowledge of Arabic will be an added advantage.
Strong communication and interpersonal skills are a must, with the ability to work effectively in a team environment and customer oriented.
Good knowledge and experience on the following.
Java and .NET integration level experience using Microsoft's latest technology stack (.net core, MVC, C#, web forms, APIs, etc)
