End User Support Specialist

Role Purpose:

The End User Support Specialist provides high-quality, customer-focused IT support for employees across the organization. This role is responsible for resolving technical issues, supporting endpoint devices, and ensuring a seamless user experience for desktop, laptop, mobile, and collaboration tools. Acting as a key touchpoint for users, the specialist ensures incidents and service requests are resolved efficiently and in alignment with IT service standards.

Location

• Egypt
• Remote, but requires travel

Role Details Key Responsibilities and Accountabilities:

• Install, configure, and maintain computer hardware, software, networks, printers, and scanners for both end users and senior management.
• Provide 1st and 2nd line support for hardware, software, operating systems, printers, mobile devices, and collaboration platforms (e.g., Microsoft Teams, Zoom).
• Troubleshoot and resolve incidents and requests via phone, chat, email, remote tools, and desk-side visits.
• Support Windows and macOS environments, corporate applications, and Active Directory user access management.
• Proactively monitor and maintain the health of computer systems and networks, identifying potential issues and ensuring continuous system uptime and reliability.
• Resolve technical problems related to LAN, WAN, and VPN.
• Configure and maintain routing, switching, network setup, and internet connectivity.
• Respond in a timely manner to service issues and requests.
• Provide advanced technical support to senior management, responding to issues and requests promptly and resolving complex problems.
• Repair and replace equipment as necessary.
• Strong understanding of computer systems, network protocols, infrastructure hardware, and software technologies.
• Proven experience in troubleshooting LAN/WAN and VPN issues.

Additional Responsibilities:

• Act as the point of escalation for unresolved or complex technical issues, ensuring that senior management's needs are prioritized and resolved ASAP.
• Troubleshoot and diagnose hardware and software issues, offering expert-level solutions to technical problems across various platforms and devices.
• Oversee the repair and replacement of faulty equipment, ensuring devices meet operational standards.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides for internal use and end-user reference.
• Lead and mentor other support engineers, providing guidance on complex technical issues and best practices.
• Manage and prioritize support cases, ensuring all incidents are tracked, resolved, and followed up to ensure satisfaction.

Qualifications, Experience & Skills:

Education:

• Bachelor's degree in Computer Science / Computer Information Systems

Experience:

• 3 to 5 years experience in IT field support

Certifications (Preferred but not required):

• CompTIA A+, Network+, or other technical certifications
• Microsoft Certified Solutions Associate (MCSA) or Microsoft Certified: Azure Fundamentals
• Apple Certified Support Professional (ACSP) for supporting macOS and Apple devices
• ITIL Foundation or experience with ITIL frameworks for IT service management

Skills:

• Expert knowledge of Windows and macOS environments, as well as experience with mobile device management (MDM) and troubleshooting.
• Proficiency in supporting enterprise-level applications, including Microsoft 365 and other business-critical tools.
• Experience with remote desktop applications and support tools (e.g., TeamViewer, Remote Desktop Protocol).
• Knowledge of networking fundamentals, including VPNs, Wi-Fi troubleshooting, TCP/IP, DHCP, and DNS.
• Familiarity with endpoint management systems (e.g., Intune, Jamf, SCCM) and ticketing systems (e.g., ServiceNow, Jira).
• Experience with hardware setup, maintenance, and troubleshooting, including switches, routers, printers, scanners, and other peripherals.
• Knowledge of IT security best practices to safeguard user devices and sensitive company data.

Approvals Section:

• Signature of Role Holder:
• Approved By:
• Head of Division/Department/Sec:
• Head of Human Capital: