Job Description

Benefits: • Ten business days of vacation • Emergency medical care Education • Completion of a college program in computer science, computer programming or network administration. Major Requirements: • Minimum of three years of tier-1 to tier-3 technical support experience in troubleshooting and fixing advanced issues across heterogeneous environments that include (Ubuntu, CentOS/RHEL, etc.), Windows 10/11, and macOS — including installation, configuration, troubleshooting, and optimization • Minimum of three years of tier-1 to tier-3 technical support experience in troubleshooting and fixing Kerberos authentication (realms, keytabs, SPNEGO, ticket issues, cross-realm trust, integration with Active Directory) and troubleshooting authentication flows, SAML/OAuth/Kerberos integration failures, token/SSO session issues. Implementing SSO on freshly installed Linux, Windows, or MacOS • Minimum of three years of tier-1 to tier-3 technical support experience in troubleshooting Azure Active Directory (Entra ID) hybrid/sync issues, conditional access, and app integrations affecting Windows, Linux, and macOS clients. Resolve Exchange and company mail server problems (email delivery, client connectivity via Outlook/Thunderbird/other clients, IMAP/SMTP/POP3, MAPI) across all OSes. • Minimum of three years of tier-1 to tier-3 technical support experience in implementing ITIL processes related to incident and change management Detailed Skills and Duties • The ability to communicate directly with users, either electronically or in person, to accurately determine, define, and document the specific technical difficulties or systems. The ability to reproduce reported problems, to observe error states firsthand, and to isolate variables. The ability to identify known bugs or established troubleshooting pathways. • Monitor system performance and utilize diagnostic tools to conduct thorough analysis, pinpointing the root causes of hardware, software, or network failures to ensure a swift resolution • Provide technical assistance across diverse operating systems and technologies to resolve software and hardware conflicts for end-users. • Follow rigorous ITIL service management procedures—including incident, problem, and change management—to document problems and maintain a centralized solutions log • Provide support to external users on the handling of equipment and software, and demonstrate solutions to end-users. Additionally, provide the required training to ensure they can use the available tools and resources effectively • Fix SSO implementations failures across platforms and applications. • Fix mail servers' connectivity and delivery problems on Windows, Linux, and macOS clients. • Fix Kerberos authentication issues on Linux, Windows, and macOS (realms, tickets, SPNEGO, cross-realm).. • Ability to fix 50 or more tickets per week • Fix issues related to Office 365 issues on Linux, Windows, and macOS • Fix Basic network issues (IP/DNS/VPN/Wi-Fi/firewall) on Linux, Windows, and macOS. For more information https://ayadattamaam-my.sharepoint.com/:b:/g/personal/ayad_albasha_tamaam_ca/IQCr9D1icgAiQ412jHeqr5YBAevG1kLFO1SwtDO8xNv5CgY

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