IT Support Specialist

Confidential Company - New Cairo, Cairo

Applicants for
1 open position
Experience Needed:
2 to 5 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Education Level:
Bachelor's Degree at least
Arabic, English
1 open position
About the Job
  • Provide first line response to requests for technical assistance received by phone, email, remote desktop and help desk ticket management system
  • Properly escalate unresolved queries to the next level of support
  • Track, route and redirect problems to correct resources
  • Walk customers through problem solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Maintain and support local and remote client computers, tablets, smart phones, servers, printers, network equipment and common applications.
  • Support and maintain user accounts through Active Directory including rights, permissions and groups
  • Follow up on help desk tickets until resolved
  • Update help desk ticketing system with descriptions of work performed
  • Escalate more involved problems to appropriate senior technicians
  • Participate in after-hours on-call rotation shift
  • Learning, using and training on internal systems in order to investigate customer issues and provide IT support
  • Solving office IT issues and provisioning new software/hardware
Job Requirements
  • Proven working experience in providing help desk support
  • Proficiency in English
  • Working knowledge of help desk software, databases and remote control
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • BS degree in Information Technology, Computer Science or equivalent
  • 2 – 5 years of experience in a help desk or support position
  • Experience with Microsoft operating systems, applications and hardware troubleshooting
  • Computer troubleshooting and hardware setup
  • Internet service and networking familiarity