Senior Help-desk Engineer

ITIDA - 6th Of October, Giza

Applicants for
1 open position
Experience Needed:
5 to 7 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
1 open position
About the Job
  • Responsible for providing Reports on SLA compliance, Service Desk Metrics and IT assets.
  • Responsible for ensuring the smooth day-to-day running of the IT Service Desk.
  • Responsible for ensuring IT Service Desk staff coverage, call levels and SLA compliance.
  • Initial escalation point for all user requests.
  • Carry out first line support for all aspects of the Commission’s IT infrastructure on all sites in person, on the phone and via remote connection.
  • Carry out faultfinding and problem solving on software and hardware issues and passes more complex faults and requests to the IT Operations Manager (Services) or other relevant resources.
  • Monitor and check backups and backup routines to provide security of the data held.
  • Ensure systems are kept up to date with patches and antivirus updates
  • Check spam logs and relevant notifications where required.
  • Responsible for maintaining the IT Asset Database.
  • Provides support to the IT Operations Manager (Services).
  • Represents the department where required.
  • Responsible for following established IT processes and supporting new ones.
Job Requirements
  • Excellent attitude, great phone etiquette.
  • Team player with the ability to motivate and educate other team members.
  • Ability to demonstrate clear & confident communication skills both written and verbal.
  • Ability to deal with problems and technical issues in a friendly, calm and reassuring manner.
  • Excellent problem-solving ability.
  • A proactive thinker who encompasses the “bigger picture”.
  • Passion for IT and technology, and a drive to help customers take advantage of new solutions.
  • Ability to multi-task, priorities and escalate accordingly.
  • Self-motivated.
  • Ability to learn new skills quickly.
  • The initiative and reliability to work unsupervised on many occasions.
About this Company


Since its establishment, ITIDA’s core ideology was: “Spearheading the development of Egypt`s
ICT industry to increase its global competitiveness, which will make it a key contributor to the country economic growth”.


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