Job Description
Company Description
RAYA Customer Experience (RAYA CX) specializes in delivering advanced business process outsourcing (BPO) and customer experience management solutions. Established in 2001, RAYA CX has been a trusted partner for Fortune 1000 companies across North America, Europe, the Middle East, and Africa. Leveraging highly skilled talent from competitive global markets, the company offers technical support, customer service, and global services tailored to various industries. With a commitment to technological innovation, robust strategies, and continuous improvement, RAYA CX is at the forefront of delivering exceptional customer experiences.
Role Description
This is a full-time, on-site IT Help Desk role located in Hurghada. The IT Help Desk professional will be responsible for providing technical support and troubleshooting assistance to resolve hardware, software, and network-related issues. Key responsibilities include responding to customer inquiries, maintaining network security, administering networks, and ensuring effective communication with users to address technical concerns promptly. The role requires delivering exceptional customer service while adhering to internal IT policies and standards.
Responsibilities:
-Service Desk Operations & Ticket Management
Serve as the first point of contact for IT support requests via ticketing systems, email, phone, or chat.
Log, categorize, prioritize, and resolve incidents and service requests in line with ITIL practices and SLAs.
Ensure accurate ticket updates, resolution notes, and timely closure.
Escalate unresolved or complex issues to appropriate L2/L3 teams while maintaining ownership and follow-up.
-End-User Support (Hardware & Software)
Provide troubleshooting and support for end-user hardware, including desktops, laptops, peripherals, and accessories.
Support operating systems and common business applications.
Assist with software installation, configuration, and basic troubleshooting.
Support remote and onsite users using approved remote support tools.
-User Account & Access Administration
Create, modify, and deactivate user accounts in Active Directory and related systems.
Reset passwords, manage group memberships, and support basic identity and access management tasks.
Assist with onboarding and offboarding activities following security and HR procedures.
-Collaboration & Productivity Tools
Support email services and Microsoft 365 tools, including Outlook, Teams, OneDrive, and SharePoint.
Assist users with mailbox configuration, access issues, and basic collaboration features.
Support soft phone and hard phone front-end user issues (basic voice client troubleshooting).
Systems Monitoring & Basic Administration
Monitor IT systems, endpoints, and services using approved monitoring tools.
Identify and report alerts, incidents, or performance issues to senior teams.
Perform basic system checks and health verification as per documented procedures.
-Delegated L2 Support Activities
Perform delegated tasks from L2 teams in network, systems, and security areas under supervision.
Execute predefined scripts, standard changes, and routine administrative activities.
Support basic network connectivity troubleshooting (wired and wireless) at the user level.
-Documentation & Knowledge Management
Maintain accurate documentation for resolved issues, procedures, and FAQs.
Contribute to the service desk knowledge base and operational runbooks.
Follow standard operating procedures and update documentation when changes occur.
Customer Experience & Continuous Improvement
Deliver professional, courteous, and customer-focused support at all times.
Ensure compliance with IT policies, security guidelines, and data handling standards.
