L1 Desktop Support Engineer

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 to a diverse client base, ensuring smooth operation of desktops, laptops, printers and related software.

Key responsibilities

• Serve as the first and second point of contact for end‑user incidents and service requests.
• Collaborate with third‑party vendors to resolve complex audio‑visual issues.
• Maintain accurate ticket updates and communicate status and resolution promptly.
• Install, upgrade, support and troubleshoot Windows (XP, 7, 8.1, 10) and Microsoft Office 2010, Cisco Jabber and other authorized applications.
• Provide basic macOS support for Apple 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 resolve network connectivity and workstation hardware/software problems.
• Participate in project‑based work requiring flexibility and teamwork.

Required profile

• Bachelor’s degree in Computer Science or a related field.
• CompTIA A+ and Microsoft Certified Professional (MCP) certifications.
• Minimum 18 months of IT support experience.
• Strong knowledge of Windows 7‑10, Active Directory, GPOs, Office 365 and enterprise anti‑virus solutions.
• Experience with help‑desk ticketing systems and mobile device management (iOS, Android).
• Proven analytical, troubleshooting and problem‑solving abilities.
• Ability to multitask, prioritize and meet SLA commitments.
• Excellent communication and customer‑service skills.
• Willingness to work off‑hours or weekends for projects or emergencies.

Required skills

• Windows XP, Windows 7, Windows 8.1, Windows 10
• Microsoft Office 2010, Office 365
• Cisco Jabber
• macOS (basic support)
• Printers and computer hardware
• Network connectivity troubleshooting
• Active Directory and Group Policy Objects
• Enterprise anti‑virus solutions
• Help‑desk ticketing systems
• Mobile device management (iOS, Android)
• Enterprise encryption solutions
• CompTIA A+ certification
• Microsoft Certified Professional

What we offer

• Dynamic, hands‑on team environment.
• Opportunities for professional growth and certification.
• Supportive, family‑like workplace culture.