Junior IT Helpdesk Engineer

3 weeks ago

Cairo, Egypt Tamara Full time

**About us**

**About the role**:
IT Help Desk is responsible for the company's day-to-day IT support and building efficient internal IT systems and processes. In this role, you will also be a key contributor to the company's information security management and work collaboratively across functions to develop solutions that support and grow Tamara's IT function.

**Key Responsibilities**:

- Provide first-level contact and convey resolutions to user issues
- Properly escalate unresolved queries to the next level of support
- Track, route, and redirect problems to correct resources
- Update user data and produce activity reports
- Follow up with users, provide feedback, and see problems through to resolution
- Utilize excellent service skills and exceed user's expectations
- Ensure proper recording, documentation, and closure of all issues
- Prepare accurate and timely reports
- Implement and maintain tools and services such as Jira ITSM, Notion, Google Workspace, Slack, Jumpcloud, Crowdstrike antivirus and other tools which are in the pipeline

**Required Skills & Qualifications**:

- Minimum of 2 years of experience in IT support or related field.
- Proven working experience in providing IT help desk support.
- Proficiency in English.
- Working knowledge of IT help desk software, and remote assist tools.
- Strong user-facing and communication skills.
- Advanced troubleshooting and multi-tasking skills.
- Knowledge and experience in Jira ITSM, Notion, Jumpcloud, Google Workspace, Slack, and Crowdstrike antivirus.
- Experience in implementing and maintaining these tools in a 500+ employee company.
- Degree in Information Technology, Computer Science or equivalent.
- Ability to work in a team and communicate effectively.
- Resourcefulness and problem-solving aptitude.

**Preferred Qualifications**:
Certifications such as ITIL, CompTIA A+, Network+, Security+ or equivalent are a plus.

Previous experience in a tech start-up environment.

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