Technical Support Engineer

5 days ago

New Cairo, Cairo, Egypt STM Full time 90,000 - 120,000 per year

The
Technical Support Engineer
provides high-quality technical support to internal and/or external customers by diagnosing, troubleshooting, and resolving hardware, software, and network-related issues — with a strong focus on
laptop maintenance, system installation, and Microsoft 365 services.

Key Responsibilities:

  • Respond to technical support requests via phone, email, or ticketing system in a timely and professional manner.
  • Diagnose and resolve
    hardware issues, including laptop maintenance, parts replacement, and performance optimization.
  • Install, configure, and troubleshoot
    Windows operating systems and Microsoft Office applications.
  • Provide support for
    Microsoft 365 services
    , including
    Outlook, OneDrive, and SharePoint.
  • Escalate complex issues to higher-level support or engineering teams when necessary.
  • Document all support activities, solutions, and follow-ups in the ticketing system.
  • Provide remote and on-site support as required.
  • Assist in
    system upgrades, patches, and preventive maintenance.
  • Collaborate with cross-functional teams to ensure seamless service delivery.
  • Educate users on IT best practices and provide basic user training when needed.
  • Contribute to the development of technical documentation, FAQs, and knowledge base articles.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
  • Proven experience (1–3 years) in a
    technical support or IT helpdesk
    role.
  • Strong knowledge of
    Windows operating systems, laptop hardware maintenance, networking, and common enterprise applications.
  • Hands-on experience in
    installing Windows, Microsoft Office, and configuring Microsoft 365 tools (Outlook, OneDrive, SharePoint).
  • Familiarity with ticketing systems (e.g., Jira, ServiceNow, Zendesk).
  • Relevant certifications (e.g., CompTIA A+, Microsoft Certified, Cisco CCNA) are a plus.

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