Senior Support Engineer

b_labs is the transformation and digitization arm of B.TECH, on a mission to change the industry as we know it. We spearhead tech innovation at B.TECH, an organization that has been a cornerstone of the Egyptian retail industry. We are the engine powering B.TECH in achieving its goal of becoming the leading omni-channel platform for consumer electronics and appliances in Egypt. By joining b labs, you will get to benefit from a collaborative startup environment, while also enjoying the stability of working within a company that has achieved strong growth year after year. You will be part of a visionary, customer-focused team with an ambitious mission--to become a trailblazer for digital retail within the Middle East.

This role leads IT support operations, coordinates and prioritizes support work, and ensures compliance with service level agreements. The role is responsible for managing vendors and contractors, and for ensuring system stability and incident management.

Responsibilities:

• Review IT operations and service dashboards.
• Support executive members and ensure timely support from service providers.
• Prepare and share reports on service-level agreements and performance.
• Assist operational and technical staff in resolving issues.
• Manage stakeholder communication and act as an escalation point for IT operation issues.
• Monitor customer satisfaction and develop plans to improve it.
• Work with asset management to analyze inventory and ensure effective utilization.
• Ensure compliance with IT controls and support audit teams when required.