IT Helpdesk

**About Momentum**
Momentum Solutions Egypt is a dynamic office located in New Cairo, Egypt. We deliver top-tier customer care and, sales support for global travelers booking with FlightHub and Justfly. Powered by a dedicated and agile team, Momentum Solutions Egypt is built to scale - supporting functions from service to strategy, all while making travel seamless, accessible, and stress-free.

**Position Overview**
We are seeking a dedicated and versatile **IT Helpdesk & Office Systems Specialist** to support our Egypt call centre operations. This individual will serve as the **sole on-site IT support resource**, acting as the hands and eyes for the Canadian IT team, and will be responsible for all local technology, infrastructure, and vendor coordination.

The role requires **availability 24/7/365** to respond to outages or emergencies that may impact business continuity. In addition to IT support, this position will oversee **power systems, card access/security systems**, and vendor communication, bridging the language gap between Arabic-speaking service providers and the Canadian IT leadership team.

**What You'll Be Doing**:

- **Day-to-Day IT Support**- Provide first-line support for office staff (hardware, software, network connectivity, telephony, peripherals).
- Manage user accounts and permissions in **Azure Entra ID** and **Google Workspace**.
- Install, configure, and maintain workstations, phones, and office equipment.
- Track, document, and escalate issues to the Canadian IT team when necessary.
- **Remote Hands for Canadian IT Team**- Perform on-site troubleshooting, cabling, device resets, and other hands-on interventions as instructed by the remote IT team.
- Support deployment and maintenance of office network infrastructure and endpoints.
- **Critical On-Call Support**- Serve as the **sole on-call contact 24/7/365** for office IT outages, network downtime, or power disruptions.
- Take immediate action to stabilize systems and escalate to the Canadian IT team for resolution.
- Liaise with local vendors (ISP, power, security systems, facilities) during incidents.
- **Office Systems & Vendor Management**- Oversee **power backup systems** (UPS/generators) and coordinate preventive maintenance.
- Manage and maintain the **card access control system** for secure office entry.
- Act as the primary contact with Arabic-speaking vendors, translating and communicating requirements/issues to the Canadian IT team.
- Track vendor performance and escalate service delays or concerns.
- **Additional Project Opportunities**
- **DevOps** (automation, CI/CD, infrastructure as code).
- **Security** (endpoint hardening, access controls, compliance).- Depending on skills and business needs, contribute to initiatives in areas such as:

- Cloud/Infrastructure projects in collaboration with the Canadian IT team.

**What You Bring**:

- **Education & Experience**- Diploma or degree in Information Technology, Computer Science, or equivalent work experience.
- 3+ years of IT support or helpdesk experience (call centre or high-uptime environment preferred).
- **Technical Skills**- Proficiency with **Azure Entra ID** and **Google Workspace** administration.
- Strong knowledge of Windows/Mac OS, Microsoft 365, and networking fundamentals (LAN/WAN/Wi-Fi).
- Experience supporting power systems (UPS, generators) and card access systems is an asset.
- Familiarity with DevOps, security, or cloud administration tools is a plus.
- **Soft Skills**- Bilingual**:Fluent in Arabic and English** (spoken and written).
- Excellent problem-solving skills with the ability to remain calm under pressure.
- Strong communication and vendor management skills.
- Self-starter, capable of working independently as the sole IT representative on site.
- **Please note this is a full-time on-site position, in the 5th Settlement New Cairo, Egypt.**

**Why Join Us?**
- Take full ownership as the **go-to IT and office systems expert** for our Egypt call centre.
- Work closely with the Canadian IT team on both support and strategic initiatives.
- Gain exposure not only to **IT operations** but also to **security, DevOps, and infrastructure projects** based on your interests and skills.
- Play a vital role in bridging communication between local vendors and the Canadian leadership team.