نوع العمل : عمل كلى
الخبرة : 3-5 سنة
الراتب : Confidential
المكان : Cairo
الخبرة : 3-5 سنة
الراتب : Confidential
المكان : Cairo
Job Description
Position Summary
The Junior Helpdesk Technician is the first point of contact for end-user support requests. This role is responsible for troubleshooting common IT issues, escalating more complex problems, and ensuring a positive support experience for our clients. The ideal candidate is eager to learn, dependable, and comfortable working in a fast-paced MSP environment.
Key Responsibilities
- Provide Level 1 technical support via phone, email, and remote tools
- Troubleshoot issues related to:
- Windows and macOS workstations
- Office 365 / Microsoft 365
- Basic networking (Wi-Fi, connectivity, VPN)
- Printers, peripherals, and mobile devices
- Create, update, and close tickets in the service desk system
- Follow documented troubleshooting steps and escalate when needed
- Assist with onboarding/offboarding tasks such as account creation and device setup
- Install and update standard applications and security tools
- Monitor and respond to alerts from RMM and security platforms
- Maintain detailed and accurate documentation
- Provide excellent customer service with clear and professional communication
Position Summary
The Junior Helpdesk Technician is the first point of contact for end-user support requests. This role is responsible for troubleshooting common IT issues, escalating more complex problems, and ensuring a positive support experience for our clients. The ideal candidate is eager to learn, dependable, and comfortable working in a fast-paced MSP environment.
Key Responsibilities
- Provide Level 1 technical support via phone, email, and remote tools
- Troubleshoot issues related to:
- Windows and macOS workstations
- Office 365 / Microsoft 365
- Basic networking (Wi-Fi, connectivity, VPN)
- Printers, peripherals, and mobile devices
- Create, update, and close tickets in the service desk system
- Follow documented troubleshooting steps and escalate when needed
- Assist with onboarding/offboarding tasks such as account creation and device setup
- Install and update standard applications and security tools
- Monitor and respond to alerts from RMM and security platforms
- Maintain detailed and accurate documentation
- Provide excellent customer service with clear and professional communication
Job Requirements
Required Qualifications
- 1–2 years of helpdesk, IT support, or related experience (or relevant coursework/IT certifications)
- English fluency — recorded responses required
- Strong understanding of Windows OS troubleshooting
- Basic knowledge of Microsoft 365 (email, account management, Teams, OneDrive)
- Familiarity with remote support tools
- Ability to diagnose common hardware and software issues
- Strong communication and customer service skills
- Must be available to work US Eastern Time hours
- Must pass a background check
Preferred Qualifications
- Experience in an MSP environment
- Familiarity with:
- Azure AD / Entra ID
- RMM tools (e.g., ManageEngine, N-able, Atera, etc.)
- Ticketing systems (e.g., Zoho Desk, Freshdesk, Autotask)
- Basic scripting (PowerShell)
- CompTIA A+, Network+, or similar certification
Work Environment & Schedule
- Remote role; no geographic location requirement
- Must be available to work standard Eastern Time business hours
- Occasional weekend work for urgent issues, maintenance, or on-call rotation
- Occasional after-hours work for emergencies or scheduled maintenance
What We Offer
- Competitive pay
- Growth opportunities within the company
- Training and mentorship
- Exposure to a wide range of tools, clients, and environments typical of a modern MSP
Required Qualifications
- 1–2 years of helpdesk, IT support, or related experience (or relevant coursework/IT certifications)
- English fluency — recorded responses required
- Strong understanding of Windows OS troubleshooting
- Basic knowledge of Microsoft 365 (email, account management, Teams, OneDrive)
- Familiarity with remote support tools
- Ability to diagnose common hardware and software issues
- Strong communication and customer service skills
- Must be available to work US Eastern Time hours
- Must pass a background check
Preferred Qualifications
- Experience in an MSP environment
- Familiarity with:
- Azure AD / Entra ID
- RMM tools (e.g., ManageEngine, N-able, Atera, etc.)
- Ticketing systems (e.g., Zoho Desk, Freshdesk, Autotask)
- Basic scripting (PowerShell)
- CompTIA A+, Network+, or similar certification
Work Environment & Schedule
- Remote role; no geographic location requirement
- Must be available to work standard Eastern Time business hours
- Occasional weekend work for urgent issues, maintenance, or on-call rotation
- Occasional after-hours work for emergencies or scheduled maintenance
What We Offer
- Competitive pay
- Growth opportunities within the company
- Training and mentorship
- Exposure to a wide range of tools, clients, and environments typical of a modern MSP