IT Support Technician L1 (On-site) – Cairo

About the role

We are looking for an experienced IT Support Technician (Level 1) to provide on‑site deskside assistance in Cairo. The role is a one‑year freelance/B2B contract, extendable, focused on delivering reliable desktop and laptop support for end users.

Key responsibilities

• Deliver end‑to‑end technical support for desktop and laptop hardware, software, and connectivity issues.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks.
• Manage the full device lifecycle, including configuration, patching, OS imaging, and vendor hardware replacements.
• Utilise SCCM, Intune and ServiceNow for asset tracking, ticket resolution and remote assistance.
• Install, update and patch approved software in line with IT policies.
• Provide remote and on‑site support for MS Office, Outlook, VPN clients and other EUC tools.
• Ensure security compliance, antivirus monitoring and desktop policy enforcement.
• Offer VIP support and act as primary contact during critical escalations.
• Support printers, scanners and other peripherals, handling routine maintenance.
• Assist with Active Directory user account tasks and smart‑hands support.
• Document incidents, hardware inventory and create technical guides.
• Follow ITIL processes for incident, problem and service request management.

Required profile

• Minimum 3 years of hands‑on IT support experience.
• Strong troubleshooting skills for Windows environments and basic macOS devices.
• Familiarity with ITIL best practices and on‑site escalation procedures.

Required skills

• SCCM
• Intune
• ServiceNow
• Microsoft Office suite (including Outlook)
• VPN client configuration
• Windows OS administration
• Active Directory
• ITIL incident and problem management