IT Support Specialist

About the role

Incision is looking for an IT Support Specialist to provide Level 1 and Level 2 assistance to colleagues in its Cairo office and to remote staff worldwide. You will work closely with the IT Manager in Amsterdam and the Senior IT Support Specialist in Cairo to keep the IT environment reliable, secure, and efficient.

Key responsibilities

• Deliver day‑to‑day IT support for hardware, software, account access, SaaS, network and endpoint issues.
• Manage and prioritize tickets using Freshdesk.
• Support onboarding, offboarding and user access management across company systems.
• Administer internal tools such as Google Workspace and other business applications.
• Assist with device management using Pulseway, JAMF and other RMM/MDM solutions.
• Maintain IT documentation, user guides, asset records and knowledge‑base articles.
• Identify recurring issues and improve support processes.
• Participate in IT compliance activities and security initiatives.

Required profile

• Minimum 2 years of experience in IT support, service desk or technical support.
• Experience supporting users across multiple locations or time zones.
• Strong verbal and written communication skills in English.
• Ability to explain technical issues clearly to non‑technical users.
• Proactive mindset with a willingness to improve processes and documentation.

Required skills

• Freshdesk ticketing system.
• Google Workspace administration.
• Pulseway and JAMF (RMM/MDM) tools.
• macOS and Windows operating systems.
• Hardware and software troubleshooting.
• SaaS application support.
• Network and endpoint management.