Senior IT help desk

We're looking for a Senior IT Help Desk professional to join our organization in Cairo, Egypt. In this role, you will serve as a technical expert and trusted advisor to our end-users, providing comprehensive IT support and solutions. As a Senior IT Help Desk specialist, you will be responsible for resolving complex technical issues, mentoring junior support staff, and ensuring exceptional customer service while maintaining a detail-oriented and organized approach to all tasks.

• Provide first and second-level technical support to end-users via phone, email, and remote access tools, resolving hardware, software, and connectivity issues efficiently
• Diagnose and troubleshoot complex IT problems using analytical skills and systematic approaches to identify root causes
• Install, configure, and maintain computer hardware, software applications, and peripheral devices
• Manage user accounts, permissions, and access controls using Active Directory and related systems
• Document all support tickets accurately and completely, maintaining organized records for tracking and follow-up
• Respond to support requests in a timely manner, prioritizing issues based on business impact and urgency
• Provide mentoring and guidance to junior help desk staff, sharing knowledge and best practices
• Perform preventive maintenance and system updates to minimize downtime and optimize performance
• Collaborate with other IT departments to escalate and resolve complex technical issues
• Maintain a customer-focused approach by communicating technical information in clear, understandable terms
• Stay current with IT industry trends, tools, and technologies through continuous learning

Function: Customer Service
Experience Level: Entry Level