Technical Support Specialist

The Technical Support Specialist is responsible for providing first-line technical support to end-users by troubleshooting hardware, software, and network issues. This role ensures timely resolution of IT problems, supports system access and installations, and maintains high levels of user satisfaction. The Technical Support Specialist acts as a key point of contact between end users and the broader IT team.

• The specialist will directly support 50+ users across Egypt.
• They will manage the assignment, transfer, and handover of laptops and IT equipment to employees, ensuring proper documentation and physical delivery during onboarding or device replacement.
• The role ensures faster response time, better user satisfaction, and consistent technical support availability.

Key Responsibilities:

1. User Support & Troubleshooting

• Respond to incoming IT support requests via phone, email, chat, or ticketing system.
• Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, and mobile devices.
• Guide users through problem-solving steps and provide clear instructions for issue resolution.

2. System & Application Support

• Assist with the setup, configuration, and maintenance of operating systems and standard software.
• Troubleshoot issues related to user accounts, access permissions, and application errors.
• Support remote users via remote desktop tools and collaboration platforms.

3. Hardware & Equipment Management

• Install, configure, and maintain desktops, laptops, monitors, and peripherals.
• Assist with hardware upgrades, replacements, and repairs.
• Track and update equipment inventory records.

4. Onboarding & Offboarding

• Prepare and deploy IT equipment and credentials for new hires.
• Ensure proper deactivation of accounts and collection of devices during offboarding.

Provide IT orientation and basic training to new employees