Senior IT Help Desk Specialist

About the role

Sutherland is looking for a Senior IT Help Desk professional to join its Cairo office. You will act as a technical expert and trusted advisor to end-users, resolving complex technical issues, mentoring junior support staff and delivering excellent customer service with a detail-oriented approach. The role involves first and second-level support by phone, email and remote access, and includes rotational shifts.

Key responsibilities

• Provide first and second-level technical support to end-users via phone, email and remote access tools, resolving hardware, software and connectivity issues.
• Diagnose and troubleshoot complex IT problems to identify root causes.
• Install, configure and maintain computer hardware, software applications and peripherals.
• Manage user accounts, permissions and access controls using Active Directory and related systems.
• Document support tickets accurately and respond to requests promptly, prioritising by business impact and urgency.
• Mentor and guide junior help desk staff, and perform preventive maintenance and system updates.
• Collaborate with other IT departments to escalate and resolve complex issues, and communicate technical information clearly.

Required profile

• Bachelor's degree in Computer Science, Computer Engineering, Electronics and Communications Engineering or an equivalent field.
• 3+ years of hands-on experience in Windows environments and Cisco networking.
• Experience with hardware/software troubleshooting, user access management and IT support.
• Flexibility to work rotational shifts, take part in on-call support and work across different sites when required.

Required skills

• Windows troubleshooting, Active Directory, LAN, TCP/IP, switching and routing.
• Virtualization, SCCM, VoIP/IP and antivirus solutions.
• Incident management, SLA compliance and escalation procedures.
• MCSE, MCITP or CCNA knowledge is a must.