IT Support Specialist

Functional area: Information Technology

Country: Egypt

City: Cairo

Company name: Atlas Copco Equipment Egypt S.A.E.

Date of posting: Nov 13, 2024

Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.
Join us on our journey for a better tomorrow.

Mission:
To deliver exceptional technical support, strategic vendor management, and collaborative business partnership, ensuring the reliability, security, and efficiency of our IT infrastructure. Through proactive problem-solving, effective communication, and continuous improvement,
Responding and resolving the support requests and service tickets that cannot be managed remotely or require in-depth technical knowledge

You will report to the MENA IT Team Leader.


To succeed, you will need

• Responsibilities
  • To provide the onsite support for end users to identify, diagnose and rectify any issues in computer hardware, software, services, and applications
  • Fulfillment of the change/service requests, tasks assigned to you, ensuring they are handled correctly and promptly
  • Act on incidents which are approaching or have reached the point of breaching our service level agreements
  • Support end users and deliver IT services in the areas of Microsoft 365, MS Teams, PC support, LAN and WAN, video conferencing etc.
  • Hands-on practice on Microsoft Power platform services including Power automate and power app
  • Microsoft Share Point online administration (Intermediate level)
  • Mobile devices support including the mobile device management
  • Provide hands on support to our specialist team with server, network, and telephony infrastructure
  • Maintain Asset Management database in Service Now with accurate records of IT assets
  • Collaborate with the IT Manager in the management of the IT platform to keep the information systems in optimal operating condition
  • Properly escalate incidents or problems to IT Manager and Regional End User Support teams according to the impact, severity, and urgency
  • To be fully compliant to IT Security guidelines, procedures & policies referring to Atlas Copco Way
  • Manage vendor relationships to ensure timely delivery and quality of service
  • Communicate effectively with stakeholders to ensure alignment of IT services with business objectives
  • Liaise with local vendors for procurement, maintenance, and support of IT equipment and services.
  • Ensuring the same level of support for the main office in Cairo and Alexandria branch as well as regional distributors and any future expansion
  • Working location is Cairo, Egypt
  
  

• Skill / Experience requirements
  • Minimum of 02 years’ experience in similar role
  • Customer focused and business oriented
  • You can work in a team as well as independently, to be proactive and to work with many tasks simultaneously
  • Effective communication and interpersonal skill
  • Analytical and enjoy solving problems in a complex environment
  • Willing to research, learn and find solutions and can quickly understand new technology and processes
  • Strong knowledge of computer hardware, software, and network systems.
  • Troubleshooting PC’s, laptops (Dell and HP experience)
  • Mobile devices management and support
  • Hands on experience with Microsoft 365, especially MS Teams, MS Outlook, One Drive & Share Point
  • Experience with vendor management and project participation is a plus
  • Experience working in a global or multi-site environment
  
  

• Knowledge / Educational requirements
  • University degree or equivalent competence gained through experience
  • Fluency in English & Arabic (Speaking and writing).
  • ITIL Certified Experience with IT best practice / ITIL; ITIL certification desirable
  • Certifications such as Comp TIA A+, Network+, CCNA or Microsoft Certified IT Professional (MCITP) is a plus
  
  

Diverse by nature and inclusive by choice
Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.