IT Digital & Support Analyst

About the role

We are seeking a detail‑oriented IT Digital & Support Analyst to join Sika’s Cairo office. The role provides first‑line and second‑line technical support, delivers digital solutions, and ensures smooth operation of IT services for our users.

Key responsibilities

• Provide first‑line and second‑line technical support to end‑users via phone, email, and remote tools.
• Troubleshoot hardware, software, and network connectivity issues with a systematic approach.
• Manage and prioritize support tickets using a ticketing system, ensuring timely resolution and documentation.
• Install, configure, and maintain operating systems, applications, and digital tools across multiple platforms.
• Perform system diagnostics, analyze technical problems, and implement root‑cause solutions.
• Maintain detailed records of all support activities, resolutions, and user interactions.
• Assist with user onboarding and deliver training on IT systems, applications, and digital best practices.
• Monitor system performance and proactively identify potential issues before they impact users.
• Collaborate with IT team members to resolve complex technical challenges and share knowledge.
• Support the implementation and customization of digital tools and applications across the organization.

Required profile

• Bachelor’s degree in Engineering, Computer Science, IT or a related discipline.
• Minimum 5 years of experience in IT support and/or application development.
• Hands‑on experience with Microsoft 365 and Power Platform.
• Corporate or industrial support background is preferred.

Required skills

• Microsoft 365 administration
• Power Platform development
• Basic SQL and database knowledge
• Mobile app design concepts
• API integration experience
• Ticketing system usage
• Networking fundamentals