IT Technical Support Engineer

About the role

We are seeking an experienced IT Technical Support professional to join the British University of Egypt in Shorouk City, Cairo. The role involves advanced troubleshooting, hardware and software maintenance, and supporting enterprise applications across the campus.

Key responsibilities

• Provide advanced troubleshooting and resolution for escalated hardware, software, and network issues.
• Install, configure, and upgrade computer hardware, software, operating systems, and applications.
• Diagnose and resolve printer, driver, OS, and device problems.
• Troubleshoot and support enterprise applications and email services.
• Diagnose network-related issues and coordinate with the Network Team.
• Create and manage Active Directory accounts, reset passwords, and enforce security protocols.
• Maintain documentation of passive network infrastructure and IT asset inventory.
• Conduct periodic hardware inspections, maintenance, and evaluate for upgrades or replacement.
• Coordinate with external vendors for maintenance, warranty, and technical offers.
• Reassign tickets as needed and ensure timely closure within SLAs.

Required profile

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• ITIL Foundation certification (preferred).
• Minimum 3 years of technical support experience and 6 years in senior technical support roles.
• Experience handling escalations and supporting a multi‑site environment.

Required skills

• Proficiency with Microsoft Windows operating systems.
• Active Directory account management.
• Hardware troubleshooting and software installation.
• Driver management and OS updates.
• Fundamentals of networking and domain‑based environments.
• Technical documentation and installation guide creation.