Senior IT help desk

About the job

We're looking for a Senior IT Help Desk professional to join our organization in Cairo, Egypt. In this role, you will serve as a technical expert and trusted advisor to our end-users, providing comprehensive IT support and solutions. As a Senior IT Help Desk specialist, you will be responsible for resolving complex technical issues, mentoring junior support staff, and ensuring exceptional customer service while maintaining a detail-oriented and organized approach to all tasks.

• Provide first and second-level technical support to end-users via phone, email, and remote access tools, resolving hardware, software, and connectivity issues efficiently
• Diagnose and troubleshoot complex IT problems using analytical skills and systematic approaches to identify root causes
• Install, configure, and maintain computer hardware, software applications, and peripheral devices
• Manage user accounts, permissions, and access controls using Active Directory and related systems
• Document all support tickets accurately and completely, maintaining organized records for tracking and follow-up
• Respond to support requests in a timely manner, prioritizing issues based on business impact and urgency
• Provide mentoring and guidance to junior help desk staff, sharing knowledge and best practices
• Perform preventive maintenance and system updates to minimize downtime and optimize performance
• Collaborate with other IT departments to escalate and resolve complex technical issues
• Maintain a customer-focused approach by communicating technical information in clear, understandable terms
• Stay current with IT industry trends, tools, and technologies through continuous learning

Main Requirements – IT Help Desk Specialist - GTI

* kindly note that CVs are rejected automatically if it doesn't match the requirements and it doesn't reach the HR team*

*shifts are rotational*

1- Bachelor's degree in Computer Science, Computer Engineering, Electronics and Communications Engineering, or an equivalent field.

2- 3+ years of hands-on experience in Windows environments and Cisco networking.

3- Strong knowledge of Windows troubleshooting, Active Directory, LAN, TCP/IP, switching, and routing.

4- Experience with hardware/software troubleshooting, user access management, and IT support.

5- Knowledge of virtualization, SCCM, VoIP/IP, and antivirus solutions.

6- Understanding of incident management, SLA compliance, and escalation procedures.

7- Flexibility to work rotational shifts, participate in on-call support, and work across different sites when required.

8- MCSE, MCITP, or CCNA knowledge is a must