Cairo
2.5-5 Years
Egypt
No. of Positions
1
Job Description (Posting).
Provide Local IT Support (Hands and feet) in Cemex s end user computing environments consisting of end user devices, device installed software and access to remotely managed Application Systems across Customer end user profile types, including: o Corporate office end users o Remote/Home office end users o Cement & Ready-Mix manufacturing facility end users o Mobile end users o VIP end users Provide Level 2 Support (for Service Request fulfillment and Incident Resolution of Supported Hardware and Supported Software and applications) as per language requirement in the country and local IT environments Provide Level 2 support at Cemex sites by following Cemex s Health & Safety protocols (zero tolerance) End user and conference room configuration and Level 2 support of current and future collaboration, communication and productivity systems Support for self-service software deployment and enrolment and basic tasks (e.g., password changes, software installation) Support for devices which require specialized management for patching and upgrade (e.g., Production devices in Cement and Ready-Mix manufacturing facilities, VIP User devices) Visit nearby Cemex sites as per requirement and provide Local IT support Perform software and hardware IMACD support (Installs, Moves, Adds, Changes, Decommission) which incudes a) Receive IMACD related Service Requests from Authorized Users and validate the IMAC request for correctness and proper authorization; b) Communicate with Authorized Users if there is any issue with an IMACD related Service Request and attempt to resolve or escalate same appropriately; c) Coordinate and communicate with designated Customer personnel or other Third Parties, concerning scheduling and requirements so as to minimize the impact on Authorized Users; d) conduct, or confirm a Site survey has been conducted, to determine the location(s) of the IMAC and any special requirements at the location(s); e) Coordinate any physical space requirements as determined during the Site survey review; f) Confirm that all Equipment, Software, parts, Network, Cabling, or any other services necessary to execute the IMAC will be available as of the date(s) scheduled for the IMAC; g) Confirm the new and/or existing Configuration of the Equipment and Software associated with performing the IMAC. h) Confirm that the installation and/or de-installation procedures associated with performing the IMAC are valid for execution of this IMAC, including Backup, contingency, and test procedures; i) Schedule and dispatch appropriate technicians, including Third Party Vendors to the IMAC location; j) Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT k) Cancel Network Transport Services that are no longer required after completing the IMACD Perform Hardware disposal (Hard disk Drive disposal) support in Cemex sites as per Cemex policy/SOP documents Provide Local IT support in Cemex sites where Data Center and Server rooms are located, engage vendor and complete IT asset disposal support as per Cemex s guidelines The technicians will also visit Cluster sites associated with their primarily deployed sited as needed to provide regular IT support (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and min
Qualification
B-Tech
Employee Group
Business Line FT
City
Cairo
Entity
INFRA
Auto req ID
1580919BR
Expected Date of Closure
08-Sep-2025
Reporting Manager Designation
SENIOR CONSULTANT
Skill (Primary)
DWP-FSS-Desk Side Services