IT Technical Support Specialist – Heliopolis, Cairo

About the role

The IT Technical Support Specialist provides first- and second‑level assistance to employees, ensuring that all IT equipment, software, and network services operate smoothly. Based in Heliopolis, Cairo, the role involves diagnosing incidents, delivering timely solutions, and escalating complex issues when necessary.

Key responsibilities

• Deliver first‑ and second‑level support via service desk, phone, email, remote tools, and on‑site visits.
• Diagnose and resolve hardware, software, OS, connectivity, and peripheral problems.
• Install, configure, maintain, and troubleshoot desktops, laptops, monitors, printers, scanners, and audio‑visual equipment.
• Assist users with Microsoft Windows, email clients, browsers, and approved applications.
• Handle account access, password resets, and permission issues following security procedures.
• Record, categorize, prioritize, and resolve incidents and service requests, keeping users informed.
• Escalate unresolved issues to appropriate technical teams and suggest preventive actions.
• Prepare and configure new IT devices, manage software installations, and ensure compliance with configuration standards.
• Perform basic wired and wireless network troubleshooting, including switches and access points.

Required profile

• 1 to 4 years of experience in IT technical support.
• Ability to provide first‑ and second‑level assistance to end users.
• Strong communication skills for interacting with employees and documenting incidents.

Required skills

• Microsoft Windows operating system.
• Email clients and web browsers.
• Desktop computers, laptops, monitors, printers, and scanners.
• Audio‑visual equipment and meeting‑room technology.
• Hardware installation and troubleshooting.
• Software installation and configuration.
• Basic wired and wireless network troubleshooting (switches, access points).
• Remote support tools and IT service‑desk platforms.