IT Support Specialist

Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.

Join us on our journey for a better tomorrow.

Mission

To deliver exceptional technical support, strategic vendor management, and collaborative business partnership, ensuring the reliability, security, and efficiency of our IT infrastructure. Through proactive problem-solving, effective communication, and continuous improvement,

Responding and resolving the support requests and service tickets that cannot be managed remotely or require in-depth technical knowledge

You will report to the MENA IT Team Leader.

To succeed, you will need

• Responsibilities
• To provide the onsite support for end users to identify, diagnose and rectify any issues in computer hardware, software, services, and applications
• Fulfillment of the change/service requests, tasks assigned to you, ensuring they are handled correctly and promptly
• Act on incidents which are approaching or have reached the point of breaching our service level agreements
• Support end users and deliver IT services in the areas of Microsoft 365, MS Teams, PC support, LAN and WAN, video conferencing etc.
• Hands-on practice on Microsoft Power platform services including Power automate and power app
• Microsoft SharePoint online administration (Intermediate level)
• Mobile devices support including the mobile device management
• Provide hands on support to our specialist team with server, network, and telephony infrastructure
• Maintain Asset Management database in ServiceNow with accurate records of IT assets
• Collaborate with the IT Manager in the management of the IT platform to keep the information systems in optimal operating condition
• Properly escalate incidents or problems to IT Manager and Regional End User Support teams according to the impact, severity, and urgency
• To be fully compliant to IT Security guidelines, procedures & policies referring to Atlas Copco Way
• Manage vendor relationships to ensure timely delivery and quality of service
• Communicate effectively with stakeholders to ensure alignment of IT services with business objectives
• Liaise with local vendors for procurement, maintenance, and support of IT equipment and services.
• Ensuring the same level of support for the main office in Cairo and Alexandria branch as well as regional distributors and any future expansion
• Working location is Cairo, Egypt
  
  

• Skill / Experience requirements
• Minimum of 02 years’ experience in similar role
• Customer focused and business oriented
• You can work in a team as well as independently, to be proactive and to work with many tasks simultaneously
• Effective communication and interpersonal skill
• Analytical and enjoy solving problems in a complex environment
• Willing to research, learn and find solutions and can quickly understand new technology and processes
• Strong knowledge of computer hardware, software, and network systems.
• Troubleshooting PC’s, laptops (Dell and HP experience)
• Mobile devices management and support
• Hands on experience with Microsoft 365, especially MS Teams, MS Outlook, OneDrive & SharePoint
• Experience with vendor management and project participation is a plus
• Experience working in a global or multi-site environment
  
  

• Knowledge / Educational requirements
• University degree or equivalent competence gained through experience
• Fluency in English & Arabic (Speaking and writing).
• ITIL Certified Experience with IT best practice / ITIL; ITIL certification desirable
• Certifications such as CompTIA A+, Network+, CCNA or Microsoft Certified IT Professional (MCITP) is a plus
  

Diverse by nature and inclusive by choice

Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.