IT System Administrator

Our agreement with employees

We are committed to building trust and making the world more agree-able for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At our company, everything is  equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

The team

Our IT, InfoSec, Cyber Risk & Business Ops team - is in the business of trust and reliability. We create, maintain and operate scalable technology and data solutions that deliver an exceptional experience for our internal & external customers. We embrace Agile principles and values, favour DevOps practices, and view infrastructure as code, all while we create an infrastructure that scales and supports our growth and ambitious vision. This requires a smart, highly collaborative team who can identify, investigate, and implement new technologies to continue securely scaling our global business.

The position

We’re looking for IT Support Specialist to join our team, working out of our Cairo office and servicing our Global internal customers. The Endpoint Technician is dedicated to meeting the expectations and requirements of internal customers, delivering IT services, acts with customers in mind, establishes and maintains effective relationships with customers and gains their trust  and respect. They will influence and assist in transitioning manual workflows and processes    onto semi/fully automated self-service platform for common IT end-user requests.

This position is an Individual Contributor and reports to the Global Client Services Lead, Egypt.

Responsibilities

• Work with Global IT staff members to analyze and resolve problems associated with technical issues
• Provide first-level contact and convey resolutions to customer issues via phone, e-mail, self-service, or walk-up requests in supporting local and global business.
• Assist in development, documentation, and implementation of standard operating procedures and customer service guidelines
• Assisting in automating workflows and developing “no touch” and “light touch” solutions.
• Onboarding new employees, including setup of systems and delivering training.
• Actively participate as a Global IT member and participate on Global Projects delivering World Class products and Services
• Provide after-hours on-call support on a rotation schedule with other staff members
• Perform analysis, installation, maintenance and upgrade of Windows and Mac-based OS and client-side applications
• Support local Offices via helpdesk ticketing system and understand when to escalate priority issues
• Clearly document all actions performed to resolve the service request in the IT Service Management System
• Assist and manage local and regional assets for the organization, including shipping and returns of laptops and other devices.
• Performs other related duties as assigned