Address 1: Polaris International Industrial Parks, Area 1 Industrial Developers Zone, Northern Expansion, October 6 City
Postal Code :12581
Address 2 : Plot: 52 Cairo plant 4th Industrial Zone - 6 October City - Egypt
12566 6TH OCTOBER CITY - CAIRO
Egypt
JOB DESCRIPTION
Overview:
This position is for an experienced technician on the Desktop Support team responsible for
partnering with both Client IT design teams and Level 1 Service Desk to provide support for core
infrastructure and desktop technologies standard to Client’s operating environment. It also
involves hardware asset management and basic networking.
Responsibilities for this position may include but are not limited to:

• Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, Video Conferencing systems, and Client L3 application teams.
• Responsible for technical troubleshooting, data gathering and GAP analysis for issues impacting end users globally.
• Ensures consistent processes, procedures and technologies are utilized across Client enterprise environment.
• Understand and follow direction provided by the Application and System Services team leads and managers.
• Document recurring issues in the Client Knowledge Base
• Document in detail case status and tasks / work completed with end users in the Client ITSM system
• Follow the Client critical incident process
• Setup and maintain inventory processes
• Keep the stockroom area clean and organized.
• Receive and record assets in System for tracking.
• Perform basic staging tasks such as assembling computer components, imaging/copy hard
• drives, asset tagging, repackaging equipment.
• Pick, prepare, and organize outgoing order
• Work with Operations/Purchasing to maintain adequate stock levels.
• Work with Field Service/Project teams to ensure the proper equipment is allocated for work
• orders
• Maintain inventory controls over tools
• Provide reports supporting the asset inventory using excel and other tables as needed
• Gather data on and provide analysis of all activities that have an impact on the value, cost and risk of asset life cycles
• Support and assist in the basic troubleshooting network equipment and components, including:

o Restarting equipment
o Removing and disposing equipment and/or components
o Perform visual checks for hardware failure lights or power status and hardware labels and assisting with the identification and reporting of communications room environmental issues
Required Qualifications:

• Bachelor’s degree in IT or Computer Science preferred
• Technologies - Candidate must have minimum 3 years combined experience and be
• proficient in supporting the following technologies:
• Windows 10 Operating System advanced troubleshooting; proficient using Windows registry

o Microsoft Office Suite (2010/2016) advanced troubleshooting.
o Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
o General knowledge/troubleshooting for Macs
o General knowledge/troubleshooting for Networking
o General knowledge of Microsoft Intune
o General knowledge/troubleshooting for MFDs
o Mobile Device Management and Mobile Web Apps, i OS, etc.
o Active Directory Administration and Infrastructure Design
o Skype Video Conferencing system support
o Office 365
o Understand and troubleshoot Azure MFA
o Desktop imaging
o Strong customer service skills

• Experience in desktop and notebook hardware, operating systems, and desktopsoftware. Basic knowledge in networking. Experience with writing business requirements, process flows, functional and technical specifications, test scripts, and end user documentation. Strong data analysis skills
• Analytical & Problem-Solving Skills - Demonstrated strong analytical & problem-solving skills - able to analyze given situations, develop mental models of complex problems, and identify & recommend approaches to solving them. Demonstrated ability to develop and communicate a compelling business case for use of IT through strong understanding of Client business drivers and opportunities. Demonstrated ability to see the bigger picture, denote how processes/tools will impact other processes/tools. Ability to communicate with transparency the impact and risks with mitigation. Ability to think not necessarily outside of the box, but to think creatively within defined constraints.
• Teamwork/Interpersonal Skills - Ability to lead through influence, influence/partner with geographically dispersed colleagues; build alignment using appropriate methods. Demonstrates an inclusive, collaborative style to ensure results are obtained and supported. Strong facilitation skills and ability to work with various support functions and regional offices. Strong collaboration across multiple management levels and organizations. Liaisons with cross functional teams leading lean sigma process improvement initiatives. Technical mentor and training coordinator for global L1 and L2 support organizations.
• Business Knowledge - Experience in one or more IT delivery teams. Aware of operating environments and cultures outside the US. Understands how business strategies, plans and regional IT needs vary among Client and the impact this may have on service delivery globally, regionally, locally. Demonstrated working experience of consultancy to provide business solutions - requirements, alternatives, design, construction, architecture, implementation.

Preferred Qualifications:
Support Certifications, desired:

• Microsoft Certified Professional
• Microsoft Certified Solutions Expert (Messaging; Share Point)
• Microsoft Certified Technology Specialist

Job Type: Full-time
Pay: E£9,000.00 - E£10,000.00 per month
Language:

• Native language (Preferred)