Roles and Responsibilities

• Handle the ticketing system by ensuring all tickets are handled within the SLA frame, using a service management tool to track, prioritize, and resolve issues efficiently, ensuring timely responses and customer satisfaction.
• Provide on/off-site technical support to all Allianz Egypt employees, addressing and escalating complex IT-related issues as needed, ensuring minimal downtime and swift issue resolution.
• Ensure all computers are patched and updated in accordance with IT management requirements, utilizing automated software management tools to apply updates, maintaining system security and performance.
• Follow up with contractors performing IT-related work by ensuring proper execution of tasks, monitoring their progress, and ensuring adherence to IT guidelines and project specifications.
• Coordinate and cooperate with all IT business units by facilitating collaboration and support, ensuring high-quality service delivery and assisting with IT projects as required, contributing to the overall success of IT operations.
• Maintain an up-to-date knowledge base of the most common system problems and solutions, updating documentation and support articles to enable quick troubleshooting and enhance operational efficiency.
• Write ad-hoc IT documentation, incidents, and investigation reports by accurately recording issues, resolutions, and investigation outcomes, providing a reference for future problem-solving and improving the overall knowledge base.
• Implement incident and problem resolution processes by following established protocols, ensuring timely resolution of issues, and minimizing disruptions to daily operations.
• Ensure adherence to IT process and change management by updating systems and procedures based on changes, maintaining compliance with organizational standards, and minimizing risks associated with system modifications.
• Promote information security awareness by educating employees on best practices and security protocols, reducing the likelihood of security breaches and protecting company data.

Pre-requisites (Education, Professional Experience)

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• Bachelor’s degree in IT, computer science or any related field
• 1 - 3 years of experience in a similar technical support role
• Proven technical expertise in critical business application development
• Knowledge of the insurance industry is an advantage

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