Senior IT help desk

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.

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

Responsibilities

• 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

Requirements

• 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.