Company Description

RAYA Customer Experience (RAYA CX) is a trusted partner for delivering top-tier business process outsourcing (BPO) and customer experience management services across multiple industries. Since 2001, RAYA CX has been serving Fortune 1000 companies in North America, Europe, the Middle East, and Africa. Leveraging advanced technology, innovative strategies, and expertise from skilled global labor markets, RAYA CX offers integrated solutions in customer service, technical support, and global services. With a focus on continuous improvement, RAYA CX ensures exceptional service delivery for its diverse client base.

Role Description

This is a full-time, on-site role for an Information Technology Help Desk position located in Hurghada. The role involves providing technical support and troubleshooting services to resolve hardware and software issues, managing network administration tasks, and ensuring seamless network security. The selected candidate will also address customer queries while maintaining high service standards and contribute to efficient IT operations.

Responsibilities:

-Service Desk Operations & Ticket Management
• Serve as the first point of contact for IT support requests via ticketing systems, email, phone, or chat.
• Log, categorize, prioritize, and resolve incidents and service requests in line with ITIL practices and SLAs.
• Ensure accurate ticket updates, resolution notes, and timely closure.
• Escalate unresolved or complex issues to appropriate L2/L3 teams while maintaining ownership and follow-up.

-End-User Support (Hardware & Software):
• Provide troubleshooting and support for end-user hardware, including desktops, laptops, peripherals, and accessories.
• Support operating systems and common business applications.
• Assist with software installation, configuration, and basic troubleshooting.
• Support remote and onsite users using approved remote support tools.

-User Account & Access Administration:
• Create, modify, and deactivate user accounts in Active Directory and related systems.
• Reset passwords, manage group memberships, and support basic identity and access management tasks.
• Assist with onboarding and offboarding activities following security and HR procedures.

-Collaboration & Productivity Tools:
• Support email services and Microsoft 365 tools, including Outlook, Teams, OneDrive, and SharePoint.
• Assist users with mailbox configuration, access issues, and basic collaboration features.
• Support soft phone and hard phone front-end user issues (basic voice client troubleshooting).

-Systems Monitoring & Basic Administration:
• Monitor IT systems, endpoints, and services using approved monitoring tools.
• Identify and report alerts, incidents, or performance issues to senior teams.
• Perform basic system checks and health verification as per documented procedures.

-Delegated L2 Support Activities:
• Perform delegated tasks from L2 teams in network, systems, and security areas under supervision.
• Execute predefined scripts, standard changes, and routine administrative activities.
• Support basic network connectivity troubleshooting (wired and wireless) at the user level.

-Documentation & Knowledge Management:
• Maintain accurate documentation for resolved issues, procedures, and FAQs.
• Contribute to the service desk knowledge base and operational runbooks.
• Follow standard operating procedures and update documentation when changes occur.
Customer Experience & Continuous Improvement
• Deliver professional, courteous, and customer-focused support at all times.
• Ensure compliance with IT policies, security guidelines, and data handling standards.

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