Overview
IT Support & Service Desk Jobs in Al Jizah, Egypt at Systems Limited – Egypt
Title: IT Support & Service Desk
Company: Systems Limited – Egypt
Location: Al Jizah, Egypt
Key Responsibilities
IT Support & Service Desk
- Provide Level 1 and Level 2 technical support to end users.
- Diagnose and resolve hardware, software, operating system, and network issues.
- Manage and track support requests through ticketing systems such as ManageEngine and Zoho.
- Escalate complex issues to vendors or higher support levels when necessary.
- Ensure timely resolution of incidents and service requests according to SLA requirements.
Systems Administration
- Install, configure, and maintain Windows operating systems and business applications.
- Manage user accounts, permissions, and access rights.
- Perform software deployments, updates, and patch management.
- Monitor system performance and proactively address issues.
Network Support
- Troubleshoot LAN, WAN, Wi-Fi, VPN, and internet connectivity issues.
- Support network devices including switches, routers, firewalls, and access points.
- Assist in network configuration, monitoring, and documentation.
- Coordinate with ISPs and vendors when required.
Endpoint & Asset Management
- Configure and maintain desktops, laptops, printers, mobile devices, and peripherals.
- Manage IT inventory and asset records.
- Ensure compliance with company hardware and software standards.
Security & Compliance
- Support endpoint security solutions such as antivirus and EDR platforms.
- Implement and maintain security best practices.
- Assist with user access reviews and security audits.
- Respond to security incidents and coordinate remediation activities.
Documentation & Reporting
- Maintain accurate documentation for IT systems, procedures, and configurations.
- Prepare reports related to IT support activities and infrastructure status.
- Create and update knowledge base articles and user guides.
Project Support
- Participate in IT infrastructure projects, migrations, and upgrades.
- Assist in deploying new technologies and business applications.
- Coordinate with internal teams and external vendors to ensure successful project delivery.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or related field.
- 2_3 years of experience in IT Support, Helpdesk, or System Administration.
- Strong knowledge of Windows environments and Microsoft technologies.
- Experience with ticketing systems (ManageEngine, Zoho, or similar).
- Good understanding of networking concepts (TCP/IP, DNS, DHCP, VLANs, VPNs).
- Experience supporting endpoint security solutions.
- Strong troubleshooting and problem-solving skills.
- Excellent communication and customer service skills.
Preferred Certifications
- CCNA
- Microsoft Certifications (M365, Azure, Windows Administration)
- ITIL Foundation