Job Purpose
The Senior IT Support Engineer is responsible for delivering high-level technical support to office users, ensuring the smooth and efficient operation of IT systems. This role involves troubleshooting hardware and software issues, providing timely assistance to users, maintaining office IT infrastructure, and contributing to the continuous improvement of IT services. The Senior IT Support Engineer will also play a key role in mentoring junior team members and implementing best practices to enhance the organization's technical capabilities.
Following the ITIL process, the Senior IT Support Engineer reports to the Head of IT Service Delivery & Governance and collaborates closely with other IT Support Engineers across various office locations.
Roles & Responsibilities
- Provide prompt and effective IT support to office users, diagnosing and resolving hardware, software, and network issues
- Respond to service requests via ticketing systems or in person, ensuring issues are addressed within agreed Operating Level Agreements (OLAs)
- Assist with setting up new workstations, including hardware and software installations, configurations, and updates
- Ensure all office IT equipment (computers, printers, etc.) is maintained and functioning correctly
- Ensure that office systems adhere to security protocols and best practices, including antivirus updates, software patches, and network security
- Managing onboarding and offboarding procedures from an IT perspective
- Maintain accurate records of IT assets, configurations, and network architecture
- Document troubleshooting procedures, resolutions, and system configurations to create a knowledge base for future issues
- Assist in IT projects such as hardware upgrades, software deployments, and system migrations
- Coordinate with external vendors and service providers to ensure the delivery of IT services and support
Requirements
Behavioral Skills
- Provide prompt and effective IT support to office users, diagnosing and resolving hardware, software, and network issues
- Respond to service requests via ticketing systems or in person, ensuring issues are addressed within agreed Operating Level Agreements (OLAs).
- Assist with setting up new workstations, including hardware and software installations, configurations, and updates
- Ensure all office IT equipment (computers, printers, etc.) is maintained and functioning correctly
- Ensure that office systems adhere to security protocols and best practices, including antivirus updates, software patches, and network security
- Managing onboarding and offboarding procedures from an IT perspective
- Maintain accurate records of IT assets, configurations, and network architecture
- Document troubleshooting procedures, resolutions, and system configurations to create a knowledge base for future issues
- Assist in IT projects such as hardware upgrades, software deployments, and system migrations
- Coordinate with external vendors and service providers to ensure the delivery of IT services and support
Technical Competencies/Skills:
- Advanced knowledge of both Windows and macOS operating systems, including installation, setup, configuration, updates, and comprehensive user support
- Strong knowledge and hands-on experience with Microsoft Windows workstations and the Microsoft Office 365 suite, including administration of accounts, email, and collaboration tools
- Expertise in hardware troubleshooting, network connectivity, and peripheral device support (printers, scanners, etc.)
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, etc.) with the ability to troubleshoot and resolve network connectivity issues, both wired and wireless. Knowledge of basic network configurations (routers, switches, firewalls)
- Proficient in implementing and maintaining IT security protocols, including antivirus/anti-malware solutions, software patches, firewall configurations, and network security best practices
- Expertise in tracking and managing IT assets, including hardware inventory, software licenses, and network configurations. Ability to maintain detailed records to ensure compliance and optimal resource utilization
- Experience managing user accounts, permissions, and groups within Active Directory, Microsoft Azure AD, or other identity management platforms. Strong grasp of single sign-on (SSO), multi-factor authentication (MFA), and access controls
Job Requirements
EDUCATION: College diploma in a technology, computer sciences, or engineering field of study completed 3-4 years ago, Bachelor's degree with a field of study in computer science or computer engineering completed 3-4 years ago, or equivalent experience.
Evidence of continuing education, whether formal/structured or informal, in the field of technical skills development, communications, and leadership. Technical skills development is mandatory.
EXPERIENCE: Minimum 5 years of relevant work experience in the IT service desk field.
Benefits
- Opportunity to work for a dynamic international company with a flat hierarchical structure, where your voice matters and your impact is seen.
- The company will contribute up to EUR 25 per month towards staff perks
- A company bonus scheme applicable as per the bonus scheme rules
- EUR equivalent salaries paid in EGP
