IT Support Specialist

2 months ago

القاهرة, Egypt Atlas Copco Equipment Egypt S.A.E. Full time

**IT Support Specialist**:

- Functional area: Information Technology- Country: Egypt- City: Cairo- Company name: Atlas Copco Equipment Egypt S.A.E.- Date of posting: Nov 13, 2024

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**
- 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.

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