IT Helpdesk Engineer

About Blnk

blnk is a fintech company with a mission of enabling inclusion through point-of-sale financing. Less than 4% of Egyptians have access to credit cards and can only afford to purchase products/services with cash that they have saved or are forced to borrow from hard money lenders at high interest rates. We're changing this by enabling all consumers to instantly receive credit within minutes at their favorite merchants.

Job Scope

We are seeking a reliable and customer-focused IT Helpdesk Technician to provide technical assistance and support to end-users. You will be the first point of contact for IT-related issues, responsible for diagnosing hardware/software problems and guiding users through step-by-step solutions.

Key Accountibilities (Including But Not Limited To)

• Provide first-level contact and problem resolution for users via phone, email, or ticketing system.
• Troubleshoot and resolve issues related to Windows/Mac operating systems, Microsoft Office, printers, network connectivity, and internal applications.
• Escalate unresolved issues to higher-level support or specialized teams.
• Install, configure, and maintain desktop computers, laptops, and peripherals.
• Support user account management (Active Directory, Microsoft 365, etc.).
• Ensuring that all devices have antivirus software installed and updated
• Maintain documentation of issues, solutions, and procedures in the helpdesk knowledge base.
• Assist with onboarding and offboarding processes, including hardware setup and access provisioning.
• Monitor and respond to IT support tickets in a timely manner to meet SLAs.
• Participate in IT projects and routine maintenance tasks as needed.
  
  

Minimum Qualifications

Qualifications, Experience, and Skills:

• Bachelor's degree in information technology, Computer Science, or a related field.
• Certifications: CompTIA A+, or other relevant technical certifications is a plus.
• Strong knowledge of IT infrastructure, desktop environments, local network administration, and troubleshooting.
• Familiarity with hardware, software, and network systems management.
• Understanding of security practices related to IT systems and data protection.
• Experience with system administration and troubleshooting various operating systems (Windows, macOS, Linux).
  
  

Minimum Experiences

• 2-5 years in IT support or a similar technical role.
• Hands-on experience in managing and troubleshooting IT systems, networks, and devices.
• Experience supporting desktop environments, network administration, and IT troubleshooting for internal users.
• Proven experience with IT projects, system upgrades, and migrations.
• Strong problem-solving skills, with a focus on resolving technical issues efficiently.
• Previous experience with IT performance tracking and reporting.