IT Help Desk Specialist (Onsite, Cairo)

About the role

Sutherland is looking for an onsite IT Help Desk Specialist to join its growing team in Cairo. The role covers technical support, daily system maintenance, asset installation and documentation, with 24x7 on-call duty and strict adherence to agreed SLAs.

Key responsibilities

• Provide technical support to users by troubleshooting problems and keeping workstations and LAN performance running, while meeting SLAs and resolving issues quickly.
• Maintain system integrity and ensure every user has the right access to their workstation.
• Manage relationships with internal clients, attend meetings and floor walks, and prioritize ticket responses and follow-ups.
• Take part in problem management, escalate faults to the right support agency and report recurring issues to management.
• Run daily pre-opening system checks and perform preventive maintenance on hardware and software (desktops, laptops, copiers, scanners, thin clients, etc.).
• Prepare, deploy and install IT assets such as desktops, laptops, switches and routers, and Windows operating systems and applications.
• Maintain documentation of IT assets, network changes and system manuals, supporting compliance, security and audits, and take part in asset management.

Required profile

• Bachelor's degree in Computer Engineering, Computer Science, Electronics and Communications Engineering or equivalent.
• Minimum 3 years of hands-on experience in Windows operating systems and Cisco network environments; certification is a plus.
• Previous BPO experience.
• Ability to work under pressure, adapt to change and work on different shifts, with willingness to move between sites if required.

Required skills

• Windows operating systems, Active Directory, virtualization and SCCM
• Cisco networking, switching and routing, VoIP and IP technologies
• Antivirus systems