Onsite IT Help Desk Specialist

About the role

Sutherland, a global business and digital transformation partner, is hiring an Onsite IT Help Desk Specialist in Cairo. The role provides technical support to users, keeps systems available and compliant with agreed service levels, and works closely with internal clients.

Key responsibilities

• Provide technical support by researching questions, troubleshooting problems and maintaining workstation and LAN performance, while adhering to agreed SLAs and working 24x7 on call.
• Ensure users can access their workstations with the required privileges and interact with internal clients, including relationship management, meetings and floor walks.
• Take part in problem management, escalate faults according to procedure and report recurring issues to management.
• Perform daily system checks before business hours and carry out routine preventive maintenance on hardware and software.
• Prepare, deploy and install IT assets such as desktops, laptops, printers, thin clients, switches and routers, along with Windows operating systems and applications.
• Maintain documentation of IT assets, network changes and system manuals, supporting compliance, security and audit requirements, 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.
• Ability to work well with others, under pressure and on different shifts, and willingness to be assigned to other sites if required.

Required skills

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