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Role: Technical Support Specialist (Remote) Location: Remote (Work from Anywhere) Payout: $30 - $70/hour<br>Role Overview:We are hiring for one of our clients, seeking a Support Engineer to work on a contractor basis. This role involves diagnosing, troubleshooting, and resolving complex technical issues related to cloud infrastructure and networking to help train next-generation AI systems. The work directly shapes how AI models learn, reason, and perform by providing high-quality, real-world input. This is a unique opportunity to contribute to the development of frontier AI models without requiring prior AI experience—your domain expertise in networking and cloud infrastructure is what matters.<br>Key Responsibilities:• Diagnose, troubleshoot, and resolve complex technical issues related to cloud infrastructure and networking.• Utilize scripting skills to automate routine support tasks and improve incident response times.• Collaborate with customers and internal stakeholders to identify, document, and resolve technical challenges.• Leverage Jira to track issues, monitor progress, and ensure timely resolution of support tickets.• Analyze TCP/IP networking issues, providing expert guidance and remedial solutions.• Create, maintain, and improve technical documentation and best practice guidelines.• Deliver clear, empathetic, and professional communication to stakeholders.<br>Required Skills & Qualifications:• Proven experience in diagnosing and troubleshooting cloud infrastructure and networking issues.• Proficiency in scripting languages such as Python, Bash, or Power Shell to automate support tasks.• Experience using Jira for issue tracking, progress monitoring, and resolution management.• Strong understanding of TCP/IP networking protocols and troubleshooting methodologies.• Ability to create, maintain, and improve technical documentation and best practice guidelines.• Excellent communication skills with a focus on clear, empathetic, and professional interactions.• No prior experience in AI is required—domain expertise in networking and cloud infrastructure is sufficient.<br>More About the Opportunity:This role offers a unique opportunity to work with a global leader in the AI and technology industry, contributing to the development of frontier AI models through real-world expertise. The position provides global exposure, impactful work in a rapidly evolving field, and the chance to grow technical and communication skills in a collaborative environment.<br>Equal Opportunity Employer:We hire based on skills and expertise. All qualified candidates are welcome regardless of background, experience, or prior employment history. Applications are reviewed solely on demonstrated technical ability and qualifications.<br>Apply Now!

Role: Technical Support Specialist (Remote) Location: Remote (Work from Anywhere) Payout: $30 - $70/hour<br>Role Overview:We are hiring for one of our clients, seeking a Support Engineer to work on a contractor basis. This role involves diagnosing, troubleshooting, and resolving complex technical issues related to cloud infrastructure and networking to help train next-generation AI systems. The work directly shapes how AI models learn, reason, and perform by providing high-quality, real-world input. This is a unique opportunity to contribute to the development of frontier AI models without requiring prior AI experience—your domain expertise in networking and cloud infrastructure is what matters.<br>Key Responsibilities:• Diagnose, troubleshoot, and resolve complex technical issues related to cloud infrastructure and networking.• Utilize scripting skills to automate routine support tasks and improve incident response times.• Collaborate with customers and internal stakeholders to identify, document, and resolve technical challenges.• Leverage Jira to track issues, monitor progress, and ensure timely resolution of support tickets.• Analyze TCP/IP networking issues, providing expert guidance and remedial solutions.• Create, maintain, and improve technical documentation and best practice guidelines.• Deliver clear, empathetic, and professional communication to stakeholders.<br>Required Skills & Qualifications:• Proven experience in diagnosing and troubleshooting cloud infrastructure and networking issues.• Proficiency in scripting languages such as Python, Bash, or Power Shell to automate support tasks.• Experience using Jira for issue tracking, progress monitoring, and resolution management.• Strong understanding of TCP/IP networking protocols and troubleshooting methodologies.• Ability to create, maintain, and improve technical documentation and best practice guidelines.• Excellent communication skills with a focus on clear, empathetic, and professional interactions.• No prior experience in AI is required—domain expertise in networking and cloud infrastructure is sufficient.<br>More About the Opportunity:This role offers a unique opportunity to work with a global leader in the AI and technology industry, contributing to the development of frontier AI models through real-world expertise. The position provides global exposure, impactful work in a rapidly evolving field, and the chance to grow technical and communication skills in a collaborative environment.<br>Equal Opportunity Employer:We hire based on skills and expertise. All qualified candidates are welcome regardless of background, experience, or prior employment history. Applications are reviewed solely on demonstrated technical ability and qualifications.<br>Apply Now!

Role Purpose Lead and oversee the delivery of technical services across Cement, Dry Mortar, Concrete Blocks, Ready-Mix Concrete, and other concrete products. Ensure the effective implementation of technical support services by enhancing product performance, developing innovative applications, resolving technical challenges, and promoting best practices across customer operations. Provide value-added technical services and Level 2 (L2) support to distributors, industrial customers, builders, and internal stakeholders by managing technical complaints, optimizing product performance, supporting new product development, and driving customer satisfaction. Collaborate closely with Sales, Operations, Quality, and Product Development teams to strengthen market competitiveness and business growth.<br>Accountabilities & Activities1. Customer Technical Support Supporting customers to evaluate the cementitious, cement and concrete manufacturing process, implementation and equipment for conforming standards Answering customer technical concerns related to cementitious, cement and concrete Assisting in concrete design and trial mixes at customer’s site and RM plant Labs to optimize mix-design for different requirements Providing support to customer to define concrete quality issues & solutions through site visits and lab tests Identifying and addressing technical challenges2. Product Development Work closely with the Operations team and external engineering consultants to develop new green, sustainable, and low CO2 products, as well as enhancing existing products to align with market demands3. Quality Assurance Ensure that the quality of Dry mortar, EC Blocks and Concrete produced with EC Clinker/Cement complies with industry standards and fulfills customer expectations4. Training & Education Deliver technical training and educational sessions for customers, customer’s end users and internal teams Organize and conduct technical seminars for engineers and engineering consultants in the concrete business industry Participating in related industry summits, conferences & webinars5. Troubleshooting Address and resolve customers' technical issues, concerns, and complaints related to product quality or performance by identifying the root cause and implementing corrective and preventive actions6. Market Analysis Analyzing market trends and customer quality concerns feedback (NPS, CSAT, market surveys) to uncover opportunities for product enhancement and innovation7. Documentation Prepare technical documentation, reports, quality assurance certificates, material safety data sheets (MSDS) and technical data sheets (TDS) related to product usage and performance8. Collaboration & Internal Customer Support Collaborate closely with the Sales and Operations teams to align technical support with business objectives Develop and coordinate customer visit agendas to ensure effective technical support and relationship building<br>Minimum Qualification(Educational Qualifications, Trainings, or Certifications) Bachelor’s degree Materials Science or Civil Engineering Master’s degree Business Administration - MBA (Preferred) ACI certified concrete Field-Testing Technician (Preferred) Professional Experience Minimum of 10-15 years of experience in the concrete Ready-mix industry or similar operations, with a strong background in technical service support, quality control, product optimization and failure & prevention analysis Preferred professional training and experience in Concrete technology and concrete field testing Concrete blocks manufacture process Customer Service experience Training and Lecturing experience Green products / Co2 emissions / Decarbonization QA Analysis

Role Purpose Lead and oversee the delivery of technical services across Cement, Dry Mortar, Concrete Blocks, Ready-Mix Concrete, and other concrete products. Ensure the effective implementation of technical support services by enhancing product performance, developing innovative applications, resolving technical challenges, and promoting best practices across customer operations. Provide value-added technical services and Level 2 (L2) support to distributors, industrial customers, builders, and internal stakeholders by managing technical complaints, optimizing product performance, supporting new product development, and driving customer satisfaction. Collaborate closely with Sales, Operations, Quality, and Product Development teams to strengthen market competitiveness and business growth.<br>Accountabilities & Activities1. Customer Technical Support Supporting customers to evaluate the cementitious, cement and concrete manufacturing process, implementation and equipment for conforming standards Answering customer technical concerns related to cementitious, cement and concrete Assisting in concrete design and trial mixes at customer’s site and RM plant Labs to optimize mix-design for different requirements Providing support to customer to define concrete quality issues & solutions through site visits and lab tests Identifying and addressing technical challenges2. Product Development Work closely with the Operations team and external engineering consultants to develop new green, sustainable, and low CO2 products, as well as enhancing existing products to align with market demands3. Quality Assurance Ensure that the quality of Dry mortar, EC Blocks and Concrete produced with EC Clinker/Cement complies with industry standards and fulfills customer expectations4. Training & Education Deliver technical training and educational sessions for customers, customer’s end users and internal teams Organize and conduct technical seminars for engineers and engineering consultants in the concrete business industry Participating in related industry summits, conferences & webinars5. Troubleshooting Address and resolve customers' technical issues, concerns, and complaints related to product quality or performance by identifying the root cause and implementing corrective and preventive actions6. Market Analysis Analyzing market trends and customer quality concerns feedback (NPS, CSAT, market surveys) to uncover opportunities for product enhancement and innovation7. Documentation Prepare technical documentation, reports, quality assurance certificates, material safety data sheets (MSDS) and technical data sheets (TDS) related to product usage and performance8. Collaboration & Internal Customer Support Collaborate closely with the Sales and Operations teams to align technical support with business objectives Develop and coordinate customer visit agendas to ensure effective technical support and relationship building<br>Minimum Qualification(Educational Qualifications, Trainings, or Certifications) Bachelor’s degree Materials Science or Civil Engineering Master’s degree Business Administration - MBA (Preferred) ACI certified concrete Field-Testing Technician (Preferred) Professional Experience Minimum of 10-15 years of experience in the concrete Ready-mix industry or similar operations, with a strong background in technical service support, quality control, product optimization and failure & prevention analysis Preferred professional training and experience in Concrete technology and concrete field testing Concrete blocks manufacture process Customer Service experience Training and Lecturing experience Green products / Co2 emissions / Decarbonization QA Analysis

<section><p class="heading jdMain">وصف الوظيفة</p><p class="heading">الأدوار والمسؤوليات</p><div class="paragraph"><ul><li><p>تقديم دعم الإنتاج من المستوى 1 والم المستوى 2 لتطبيق Calypso، مع ضمان توافرية عالية والالتزام بالاتفاقيات مستوى الخدمة SLA.</p></li><li><p>التحري عن الحوادث الإنتاجية، استكشافها، حلها، إجراء تحليل السبب الجذري، وتنفيذ حلول دائمة.</p></li><li><p>إدارة حوادث الدعم المنتظمة، طلبات الخدمة، تذاكر المشكلة، واستفسارات المستخدمين.</p></li><li><p>تحليل المتطلبات التجارية وتنفيذ طلبات تغير التطبيق بالتنسيق مع فرق الأعمال والتكنولوجيا.</p></li><li><p>المشاركة في مشاريع تعزيز التطبيق، والترقيات، والإصدارات، ونشر الإنتاج.</p></li><li><p>دعم عمليات دورة حياة التداول من النهاية إلى النهاية داخل منصة Calypso.</p></li><li><p>العمل عن كثب مع عمليات الخزانة، المكتب الأمامي، المكتب الأوسط، المكتب الخلفي، المخاطر، المالية، البنية التحتية، وفرَق البائع.</p></li><li><p>رصد صحة التطبيق، مهام الدُفعات، واجهات الاستخدام، وأداء النظام، لضمان سير العمل اليومي بسلاسة.</p></li><li><p>استكشاف المشكلات المتعلقة بالواجهات، واجهات برمجة التطبيقات، الرسائل، المهام المجمَّعة، وأداء قاعدة البيانات.</p></li><li><p>إعداد الوثائق التقنية، إجراءات الدعم، مقالات المعرفة، ودفاتر التشغيل.</p></li><li><p>ضمان الامتثال لحوكمة IT، معايير الأمن، متطلبات التدقيق، وإجراءات إدارة التغيير.</p></li><li><p>المشاركة في الدعم أثناء الاتصال والأنشطة صيانة الإنتاج عند الحاجة.</p></li></ul></div></section><section><p class="heading">الملف المرشح المطلوب</p><p class="paragraph"></p><ul><li><p>درجة البكالوريوس في علوم الكمبيوتر، تكنولوجيا المعلومات، هندسة البرمجيات، أو تخصص ذو صلة.</p></li><li><p>8–10 سنوات من الخبرة في تكنولوجيا معلومات البنوك، مع خبرة عملية كبيرة في دعم منصة Calypso.</p></li><li><p>خبرة قوية في دعم الإنتاج، إدارة الحوادث، إدارة التغيير، وتنفيذ المشاريع.</p></li><li><p>خبرة في دعم تطبيقات بنكية حيوية في بيئات الإنتاج.</p></li><li><p>مهارات تحليلية ممتازة، وحل المشكلات، والتواصل، وإدارة أصحاب المصلحة.</p></li></ul><p><strong>&nbsp;</strong></p><p><strong>المعرفة الوظيفية</strong></p><p>يجب أن يمتلك المرشح المثالي معرفة وظيفية قوية بالخزانة والأسواق الرأسمالية، بما في ذلك:</p><ul><li><p>عمليات الخزانة للمكاتب الأمامي والأوسط والخلفي.</p></li><li><p>إدارة دورة الحياة للتجارة من التقاط التجارة حتى التسوية.</p></li><li><p>العملة الأجنبية (FX).</p></li><li><p>أدوات سوق المال.</p></li><li><p>منتجات الدخل الثابت.</p></li><li><p>السندات والأوراق المالية.</p></li><li><p>المشتقات حسب سعر الفائدة والعملات المتقاطعة.</p></li><li><p>الريبو وتمويل الأوراق المالية.</p></li><li><p>إدارة النقد والسيولة.</p></li><li><p>مفاهيم إدارة المخاطر.</p></li><li><p>إدارة بيانات السوق وبيانات ثابتة.</p></li><li><p>التسويات والتأكيدات والتسجيلات المحاسبية والتسويات.</p></li></ul><p><strong>&nbsp;</strong></p><p><strong>المهارات التقنية</strong></p><ul><li><p>خبرة قوية في بنية Calypso المعمارية ومكوناتها الفنية.</p></li><li><p>معرفة عميقة بوحدات Calypso، بما في ذلك معالجة التداول، تدفقات العمل، المهام المجدولة، البيانات الثابتة، بيانات السوق، والتقارير.</p></li><li><p>فهم جيد لتخصيص Calypso، والواجهات، وهندسة التكامل.</p></li><li><p>مهارات SQL قوية مع Oracle و/أو Microsoft SQL Server.</p></li><li><p>خبرة في بيئات Unix/Linux مع سكربت الشيل.</p></li><li><p>معرفة عملية بجافا لأغراض الاستكشاف والدعم.</p></li><li><p>خبرة في دعم APIs، والوساطة، وأنظمة الرسائل، والتكامل القائم على الملفات.</p></li><li><p>الإلمام بمراقبة التطبيقات، الجدولة، وتحسين الأداء.</p></li><li><p>خبرة باستخدام أدوات ITSM مثل ServiceNow أو Jira أو ما يشابهها.</p></li></ul><p><strong>&nbsp;</strong></p><p><strong>الخبرة المفضلة</strong></p><ul><li><p>خبرة العمل مع البنوك أو المؤسسات المالية في منطقة GCC.</p></li><li><p>خبرة ميدانية في تنفيذ Calypso، الترحيل، الترقية، أو مشاريع التحول.</p></li><li><p>فهم جيد للوائح المصرفية والممارسات التشغيلية في GCC.</p></li><li><p>التعرض لـ DevOps وCI/CD وتقنيات السحابة ميزة إضافية.</p></li><li><p>شهادات Calypso أو شهادات تكنولوجيا بنكية ذات صلة مرغوبة.</p></li></ul><p><strong>&nbsp;</strong></p><p></p></section>

Transguard Workforce Solutions is the UAE’s leading provider of unique and innovative HR solutions. With a decade of experience in the region and a team that possesses extensive knowledge of the market, we provide a fully integrated HR solution. We are currently recruiting a Technical Support Engineer (Reliability & Rotating Equipment) for our client based in Dubai for 12 Months Contract.<br>Job Summary:We are seeking a Technical Support Engineer to drive equipment reliability by tracking asset failures, identifying recurring issues and implementing corrective actions. The role focuses on improving plant performance through MTBF/MTTR monitoring, root cause analysis, and supporting maintenance activities for rotating equipment.<br>Job Responsibilities:1. Reliability & Performance Management Review corrective and breakdown work orders to identify repetitive failures and dominant failure modes Track and analyze MTBF, MTTR, and MTTF for critical assets Generate reliability reports and highlight performance improvement opportunities Identify and manage “bad actors” and ensure follow-up on corrective actions2. Root Cause Analysis (RCA) Conduct RCA for major and recurring failures Collaborate with cross-functional teams to determine root causes Ensure implementation and closure of corrective and preventive actions3. Rotating Equipment Maintenance Support preventive and corrective maintenance of pumps, compressors, turbines, and fans Perform vibration monitoring and analysis Assist with laser alignment and mechanical seal refurbishment4. Troubleshooting & Overhauling Troubleshoot operational issues in rotating equipment Support equipment overhauling and inspection activities Conduct bearing inspections and mechanical seal failure analysis5. Spares & Asset Management Define and optimize spare parts inventory (min/max levels) based on usage and lead times Review and maintain equipment BOMs and critical spare lists Identify surplus, missing, or obsolete inventory Interpret engineering drawings to identify and link spares with equipment6. Engineering Documentation Work with and interpret technical drawings including:P&IDs, PFDsGeneral Arrangement (GA) drawings Mechanical seal and cross-sectional drawings Isometric drawings<br>Job Requirements:Bachelor’s Degree or Diploma in Mechanical Engineering5+ years of experience in reliability and maintenance of rotating equipment Experience in oil & gas, petrochemical, or heavy industry preferred Certifications such as CMRP or CRE are an advantage Reliability engineering & failure analysis Vibration analysis & condition monitoring Strong troubleshooting skills Knowledge of rotating equipment maintenance

Role Description We are seeking a Strategy Manager to lead the development, execution, and evaluation of strategic initiatives that drive sustainable business growth, operational excellence, and long-term organizational success. The successful candidate will work closely with senior leadership and cross-functional teams to formulate corporate strategies, assess market opportunities, and deliver data-driven recommendations that support business objectives. The Strategy Manager will be responsible for leading strategic planning processes, conducting market and business analysis, evaluating growth opportunities, and monitoring strategic performance to ensure successful execution of organizational priorities. Responsibilities Develop and execute corporate and business strategies aligned with organizational vision and objectives. Lead strategic planning, annual business planning, and enterprise performance management initiatives. Conduct market research, industry analysis, competitive benchmarking, and customer insights to identify strategic opportunities. Analyze business, financial, and operational data to support strategic decision-making. Develop business cases, financial models, feasibility studies, and investment evaluations for strategic initiatives. Identify and evaluate opportunities for business expansion, strategic partnerships, mergers and acquisitions, and new market entry where applicable. Establish strategic objectives, key performance indicators (KPIs), and performance monitoring frameworks. Monitor the execution of strategic initiatives and recommend corrective actions to achieve desired outcomes. Facilitate executive workshops, strategy reviews, and cross-functional alignment sessions. Prepare strategic reports, presentations, and recommendations for senior management and governance committees. Collaborate with business units to drive transformation, innovation, operational excellence, and organizational change initiatives. Monitor emerging market trends, economic developments, competitive landscapes, and technological innovations to support long-term business planning. Qualifications Bachelor's degree in Business Administration, Finance, Economics, Management, Engineering, Information Technology, or a related discipline. Strong understanding of corporate strategy, business planning, market analysis, financial analysis, and organizational performance management. Knowledge of strategic frameworks, business modeling, competitive analysis, and performance measurement methodologies. Strong analytical, critical thinking, and problem-solving skills. Excellent communication, presentation, negotiation, and stakeholder management abilities. Ability to translate complex business information into actionable strategic recommendations. Proficiency in Microsoft Office applications, particularly Excel and Power Point, with familiarity in business intelligence and data visualization tools. Strong project management and organizational skills with the ability to manage multiple strategic initiatives simultaneously. Professional certifications in Strategy, Project Management, Business Analysis, Finance, or related disciplines are an advantage. Key Competencies Corporate Strategy Strategic Planning Business & Financial Analysis Market & Competitive Intelligence Business Transformation Corporate Development Performance Management Strategic Decision Making Stakeholder Management Leadership & Influencing Communication & Executive Presentation Continuous Improvement

Role Description We are seeking a Strategy Manager to lead the development, execution, and evaluation of strategic initiatives that drive sustainable business growth, operational excellence, and long-term organizational success. The successful candidate will work closely with senior leadership and cross-functional teams to formulate corporate strategies, assess market opportunities, and deliver data-driven recommendations that support business objectives. The Strategy Manager will be responsible for leading strategic planning processes, conducting market and business analysis, evaluating growth opportunities, and monitoring strategic performance to ensure successful execution of organizational priorities. Responsibilities Develop and execute corporate and business strategies aligned with organizational vision and objectives. Lead strategic planning, annual business planning, and enterprise performance management initiatives. Conduct market research, industry analysis, competitive benchmarking, and customer insights to identify strategic opportunities. Analyze business, financial, and operational data to support strategic decision-making. Develop business cases, financial models, feasibility studies, and investment evaluations for strategic initiatives. Identify and evaluate opportunities for business expansion, strategic partnerships, mergers and acquisitions, and new market entry where applicable. Establish strategic objectives, key performance indicators (KPIs), and performance monitoring frameworks. Monitor the execution of strategic initiatives and recommend corrective actions to achieve desired outcomes. Facilitate executive workshops, strategy reviews, and cross-functional alignment sessions. Prepare strategic reports, presentations, and recommendations for senior management and governance committees. Collaborate with business units to drive transformation, innovation, operational excellence, and organizational change initiatives. Monitor emerging market trends, economic developments, competitive landscapes, and technological innovations to support long-term business planning. Qualifications Bachelor's degree in Business Administration, Finance, Economics, Management, Engineering, Information Technology, or a related discipline. Strong understanding of corporate strategy, business planning, market analysis, financial analysis, and organizational performance management. Knowledge of strategic frameworks, business modeling, competitive analysis, and performance measurement methodologies. Strong analytical, critical thinking, and problem-solving skills. Excellent communication, presentation, negotiation, and stakeholder management abilities. Ability to translate complex business information into actionable strategic recommendations. Proficiency in Microsoft Office applications, particularly Excel and Power Point, with familiarity in business intelligence and data visualization tools. Strong project management and organizational skills with the ability to manage multiple strategic initiatives simultaneously. Professional certifications in Strategy, Project Management, Business Analysis, Finance, or related disciplines are an advantage. Key Competencies Corporate Strategy Strategic Planning Business & Financial Analysis Market & Competitive Intelligence Business Transformation Corporate Development Performance Management Strategic Decision Making Stakeholder Management Leadership & Influencing Communication & Executive Presentation Continuous Improvement

Head of Technical Support & Service Operations Abu Dhabi<br>Key Responsibilities Lead enterprise L2 Technical Support operations, ensuring effective service ownership, runbooks, knowledge management, and L3/vendor escalation. Drive service restoration, troubleshooting, incident resolution, and operational readiness for critical digital services. Manage recurring issue analysis, Known Error Management (KEDB), root cause analysis, and permanent resolution with engineering and vendor teams. Improve monitoring, observability, alert tuning, automation, self-service, and operational dashboards to enhance service reliability. Oversee SLA/XLA performance, service health, ticket quality, backlog management, and support governance. Lead and mentor high-performing technical support teams while driving continuous improvement across enterprise IT operations. Required Skills12+ years of experience in Technical Support, IT Operations, Application Support, Service Operations, or Production Support, including leadership experience. Strong expertise in L2/L3 support models, Incident, Problem & Change Management, ITIL/ITSM, and Service Now. Hands-on experience supporting enterprise applications, cloud platforms, infrastructure, APIs, databases, networks, and monitoring tools. Experience with automation, observability, monitoring platforms, runbooks, knowledge management, and service improvement initiatives. Excellent stakeholder and vendor management skills in large enterprise or government environments. Preferred Experience in government or highly regulated organizations. ITIL, Service Now, Cloud, Observability, or Automation certifications

Head of Technical Support & Service Operations Abu Dhabi<br>Key Responsibilities Lead enterprise L2 Technical Support operations, ensuring effective service ownership, runbooks, knowledge management, and L3/vendor escalation. Drive service restoration, troubleshooting, incident resolution, and operational readiness for critical digital services. Manage recurring issue analysis, Known Error Management (KEDB), root cause analysis, and permanent resolution with engineering and vendor teams. Improve monitoring, observability, alert tuning, automation, self-service, and operational dashboards to enhance service reliability. Oversee SLA/XLA performance, service health, ticket quality, backlog management, and support governance. Lead and mentor high-performing technical support teams while driving continuous improvement across enterprise IT operations. Required Skills12+ years of experience in Technical Support, IT Operations, Application Support, Service Operations, or Production Support, including leadership experience. Strong expertise in L2/L3 support models, Incident, Problem & Change Management, ITIL/ITSM, and Service Now. Hands-on experience supporting enterprise applications, cloud platforms, infrastructure, APIs, databases, networks, and monitoring tools. Experience with automation, observability, monitoring platforms, runbooks, knowledge management, and service improvement initiatives. Excellent stakeholder and vendor management skills in large enterprise or government environments. Preferred Experience in government or highly regulated organizations. ITIL, Service Now, Cloud, Observability, or Automation certifications

<section><p class="heading jdMain">الوصف الوظيفي</p><p class="heading">الأدوار والمسؤوليات</p><div class="paragraph"><p>نحن نبحث عن محترف نشط ومتمرس *مسؤول نظام تكنولوجيا المعلومات ودعم فني* لإدارة بنية الشبكة المحلية لدينا، والإشراف على إدارة النطاق، وتقديم دعم فني موثوق لفريقنا. سيكون المرشح المثالي مسؤولاً عن إعداد وصيانة خادمنا المحلي (خادم محلي على الأرض)، وضمان أمان البيانات، واستكشاف الأعطال الفنية اليومية للحفاظ على تشغيل الأعمال بسلاسة. ## المسؤوليات والواجبات الرئيسية ### 1. إدارة الخادم والشبكة * *إعداد وصيانة الخادم المحلي:* تصميم وتكوين وصيانة خادم الشركة المحلي (On-Premises)، لضمان توفر عالي وأداء وإدارة تخزين البيانات. * *إدارة النطاق والهويات:* إدارة النطاق الخاص بالشركة، Active Directory (AD) أو Azure AD، حسابات المستخدمين، الأذونات، وسياسات المجموعات. * *البنية التحتية للشبكة:* إعداد وإدارة مكونات الشبكة المحلية بما في ذلك أجهزة التوجيه والمفاتيح والجدران النارية ونقاط الوصول Wi-Fi وشبكات VPN للوصول الآمن عن بُعد. * *النسخ الاحتياطي والتعافي:* تنفيذ ومراقبة جداول النسخ الاحتياطي المنتظمة وخطط التعافي من الكوارث للخادم المحلي والبيانات الحيوية. ### 2. دعم الفريق الفني (Helpdesk) * *دعم المستخدم النهائي:* تقديم المساعدة الفنية الفورية وحل المشكلات لأعضاء الفريق فيما يتعلق بالأجهزة والبرامج وأنظمة التشغيل (Windows/Mac) واتصال الشبكة. * *نشر أجهزة العمل:* إعداد وتكوين ونشر أجهزة الكمبيوتر المحمولة وأجهزة الكمبيوتر المكتبية والأجهزة المحيطة (الطابعات والماسحات) للموظفين الجدد والقائمين. * *إدارة البرامج:* تثبيت وتحديث وترخيص البرامج الحيوية للشركة وبريد العملاء وأدوات التعاون. ### 3. أمان وصيانة تكنولوجيا المعلومات * *أمان النظام:* تطبيق حلول مكافحة الفيروسات، قواعد الجدار الناري، وتحديثات الأمان لحماية الخادم المحلي ونقاط النهاية من التهديدات السيبرانية. * *صيانة الأجهزة:* إجراء فحوصات وترقيات دورية للأجهزة لتجنب تعطل النظام. * *إدارة أصول تكنولوجيا المعلومات:* الحفاظ على جرد دقيق لكافة أجهزة تكنولوجيا المعلومات، تراخيص البرمجيات، وبيانات الاعتماد. ## متطلبات الوظيفة والمؤهلات * *التعليم:* درجة البكالوريوس في علوم الحاسوب، تكنولوجيا المعلومات، هندسة الحاسوب أو مجال ذو صلة. * *الخبرة:* 4–6 سنوات من الخبرة في دعم تكنولوجيا المعلومات، إدارة الشبكات، أو إدارة الأنظمة. * *المهارات التقنية:* * خبرة قوية بأنظمة تشغيل الخادم (Windows Server 2019/2022 أو Linux). * فهم صلب لـ *Active Directory، DNS، DHCP، وإدارة النطاق*. * خبرة عملية في إعداد وتكوين *الخوادم المحلية (NAS، SAN، أو تكوينات RAID)*. * معرفة جيدة ببروتوكولات الشبكة، الجدران النارية، والتوجيه. * *الشهادات (مفضلة ولكن غير إلزامية):* CCNA، CompTIA Network+/Security+، MCSA، أو Microsoft 365 Certified. * *السمات الشخصية:* مهارات حل المشكلات بشكل ممتازة، مهارات تواصل قوية، صبر عند التعامل مع الموظفين غير الفنيين، والقدرة على تنظيم الأولويات.</p></div></section><section><p class="heading">المرشح المثالي</p><p class="paragraph"></p><p>### 3. أمان وصيانة تكنولوجيا المعلومات * *أمان النظام:* تطبيق حلول مكافحة الفيروسات، قواعد الجدار الناري، وتحديثات الأمان لحماية الخادم المحلي ونقاط النهاية من التهديدات السيبرانية. * *صيانة الأجهزة:* إجراء فحوصات وترقيات دورية للأجهزة لتجنب تعطل النظام. * *إدارة أصول تكنولوجيا المعلومات:* الحفاظ على جرد دقيق لكافة أجهزة تكنولوجيا المعلومات، تراخيص البرمجيات، وبيانات الاعتماد. ## متطلبات الوظيفة والمؤهلات * *التعليم:* درجة البكالوريوس في علوم الحاسوب، تكنولوجيا المعلومات، هندسة الحاسوب، أو مجال ذو صلة. * *الخبرة:* 4–6 سنوات من الخبرة في دعم تكنولوجيا المعلومات، إدارة الشبكات، أو إدارة الأنظمة. * *المهارات التقنية:* * خبرة قوية بأنظمة تشغيل الخادم (Windows Server 2019/2022 أو Linux). * فهم صلب لـ *Active Directory، DNS، DHCP، وإدارة النطاق*. * خبرة عملية في إعداد وتكوين *الخوادم المحلية (NAS، SAN، أو تكوينات RAID)*. * معرفة جيدة ببروتوكولات الشبكة، الجدران النارية، والتوجيه. * *الشهادات (مفضلة ولكن غير إلزامية):* CCNA، CompTIA Network+/Security+، MCSA، أو Microsoft 365 Certified. * *السمات الشخصية:* مهارات حل المشكلات بشكل ممتازة، مهارات تواصل قوية، صبر عند التعامل مع الموظفين غير الفنيين، والقدرة على تنظيم الأولويات.</p><p></p></section>

The toughest tickets do not require another person following a script. They require someone capable of stepping into unclear situations, misconfigured systems, conflicting evidence, upset customers, and AI-produced false leads—then determining what is genuinely broken. This position is designed for the support engineer drawn to the unresolved problem: reproducing the error, examining logs, tracking API behavior, analyzing JSON payloads, distinguishing a 401 from a 404 from a 429, and leveraging AI rigorously without accepting its output uncritically.<br><br>Most support organizations continue to rely on ticket queues, templated responses, hand-offs, and documented issue repositories. We are constructing a different model. Standard support is progressively managed by AI and L1 processes, meaning human expertise is allocated to the hardest challenges. AI is not replacing you in this role. It is the instrument you control, validate, test, and confirm.<br><br>This position is not about copying AI-generated replies, making rapid guesses, awaiting direction, or escalating the instant an issue becomes unfamiliar. It is not suited for someone who masters one product and stalls when the following ticket involves a different technology. It is about delivering the correct answer in the minimum number of customer interactions the situation permits: reproducing before proposing solutions, investigating across tickets, Slack threads, knowledge bases, logs, configurations, and actual artifacts before escalating, and composing customer communications clear enough to defuse tension. The technical foundation is assumed: REST APIs, JSON, HTTP status codes, command line, and logs. That establishes your baseline. Sound judgment amid uncertainty is what makes you effective.<br><br>In this position, your responsibility is to retain ownership of the issue until resolution or clean escalation, with diagnostic logic valuable enough for the subsequent agent and the next AI process. You will find this role rewarding if the ticket that defies logic is the one you prefer. You will find it unsuitable if you require a single product, a single playbook, and external assistance to proceed. If that type of challenge energizes you, please apply.<br><br>What You Will Be Doing<br><br>AI-Augmented Customer Resolutions: Unclear, escalated tickets resolved through deep, direct troubleshooting combined with AI that you guide, anchor in verified documentation, and validate.<br><br>What You Won’t Be Doing<br><br>Spending two full months on onboarding; you will be required to learn multiple products within the first month (we recognize this is demanding) Depending on your managers for assistance; if you are not skilled at removing your own blockers, you will probably find this role difficult<br><br>Technical Support Engineer Key Responsibilities<br><br>Combine technical human judgment and AI tools to provide superior customer support, concentrating on complicated issues that AI cannot yet independently resolve<br><br>Basic Requirements<br><br>2+ years in a technical, hands-on position such as technical support, customer support engineering, software engineering, QA, or sysadmin/Dev Ops. The job title does not need to include "support."Comfortable constructing and reading REST API calls and JSON, understanding HTTP status codes (such as 401 vs 404 and 429 vs 403), and operating in a command line (CLI) and logs. Practical experience applying generative AI tools (such as Chat GPT or Claude) in your regular technical work. Professional fluency in English, both written and spoken. Able to work full-time from 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern)<br><br>Nice-to-have Requirements<br><br>Experience supporting technical or business customers on enterprise software or B2B Saa S, not only internal IT. API troubleshooting using tools like Postman or curl. A history of troubleshooting across multiple unrelated products or technology stacks, not just one. Developer-level depth: you can read code or trace an API call when the situation requires it.<br><br>About Trilogy<br><br>Hundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has been known for 3 things: Relentlessly seeking top talent, innovating new technology, and incubating new businesses.<br><br>Our technological innovation is spearheaded by a passion for simple customer-facing designs. Our incubation of new businesses ranges from entirely new moon-shot ideas to rearchitecting existing projects for today's modern cloud-based stack.<br><br>Trilogy is a place where you can be surrounded with great people, be proud of doing great work, and grow your career in leaps and bounds.<br><br>There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!<br><br>Working with us<br><br>This is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $30 USD/hour, which equates to $60,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult www.crossover.com/help-and-faqs for more details on this topic.<br><br>Crossover Job Code: LJ-3330-AE-COUNTRY-Technical Suppo.001<br><br>Skills: Troubleshooting, Technical Support, Networking, Windows, Windows Server, Internet Protocol Suite (TCP/IP), Computer Hardware, Operating Systems, Servers