L1 Desktop Support Engineer (Cairo, Egypt)

About the role

Excis is seeking a proactive L1 Desktop Support Engineer to join its Cairo team. You will provide first‑ and second‑level support for a diverse user base, ensuring smooth operation of Windows and Mac workstations, printers, and mobile devices.

Key responsibilities

• Provide first and second level contact and problem resolution for customer issues.
• Work with third‑party vendors to remediate complex AV problems.
• Maintain timely communication on issue status and resolution.
• Update tickets for all reported incidents.
• Install, upgrade, support, and troubleshoot Windows (XP‑Windows 10), Microsoft Office, Cisco Jabber and authorized desktop applications.
• Support basic Mac OS users.
• Install, upgrade, support, and troubleshoot printers and computer hardware.
• Perform preventative maintenance and remedial repairs on desktops, laptops, printers, and peripherals.
• Use diagnostic tools to troubleshoot network connectivity and workstation hardware/software issues.

Required profile

• Bachelor’s degree in Computer Science or related field, or equivalent experience.
• Minimum 18 months of IT support experience.
• Strong analytical, troubleshooting and problem‑solving abilities.
• Excellent communication and customer‑service skills.
• Ability to multitask, prioritize and meet SLA targets.

Required skills

• Windows 7‑10 operating systems.
• Microsoft Active Directory and Group Policy Objects.
• Microsoft Office 365.
• PC hardware installation and troubleshooting.
• Enterprise anti‑virus solutions.
• Helpdesk ticketing systems.
• Mobile device management for iOS and Android.
• Enterprise encryption solutions.
• Basic knowledge of macOS.
• Printer installation and support.
• Cisco Jabber.

What we offer

• Supportive, family‑like work environment.
• Opportunities for professional growth and continuous learning.
• Competitive compensation.
• Chance to work for a global IT leader serving 190+ countries.