IT Technical Support (Troos)

Experience Needed :    Minimum 2 years of proven experience in a technical support or system administration role

Education Level:           Bachelor’s degree in Computer Science, Engineering, or an equivalent technical field.

Location :                    Giza - Dokki 

About Troos:

Job Summary

We are looking to hire a skilled IT Technical Support to maintain our organization’s computer systems, network infrastructure, and peripheral equipment. The goal is to ensure optimal performance, high security, and seamless communication so that all team members can maintain maximum productivity.

Key Responsibilities:

•  System Maintenance: Maintain the daily performance of computer systems, including hardware, software, and peripheral equipment.

•  Infrastructure Management: Install, configure, and troubleshoot Active Directory items, including user accounts, permissions, mailboxes, and groups.

• Network Security: Manage and monitor the Sophos Firewall to ensure network security, resolve connectivity issues, and monitor internet usage.

• Communication Systems: Setup, configure, and provide technical support for the VOIP System to ensure stable internal and external communication.

• New Hire On-boarding: Prepare workstations (Laptops/Desktops) for new hires, including OS installation (Windows), drivers, and email setup.

• Ticketing & Resolution: Manage the service ticket queue via telephony, email, or portal; prioritize and resolve requests within deadlines.

• Hardware Support: Install and perform routine maintenance on printers, scanners, copiers, and other office equipment.

• Backup & Monitoring: Monitor daily backup jobs to ensure data integrity and system recovery readiness.

• Vendor Coordination: Work with technology vendors to investigate and implement new techniques and manage service agreements.

• Asset Management: Practice strict asset management for all IT hardware, software licenses, and equipment.

• Cabling & Testing: Organize office cabling and test passive network components to maintain a clean and functional workspace.

Core Competencies and Skills

Achievement focused:

• Follow Results-based management (RBM) in achieving planned goals and objectives.

Working Smart:

• Achieve more in less time.
• Balances between work life and personal life to ensure the sustainability of high-quality performance.
• Able to contribute and create a participatory, enjoyable, fulfilling, and rewarding work environment.

Accountability:

• Holds self-accountable to making decisions and managing resources efficiently.
• Holds the team and partners accountable to deliver on their responsibilities - giving them the freedom to deliver in the best way they see fit, providing the necessary development to improve performance.

Ambition:

• Sets ambitious and challenging goals for himself/herself (and the team), takes responsibility for self-development and encourages others to do the same
• Widely shares their vision, engages, and motivates others to contribute to the bigger vision of LMF.
• Future orientated and thinks strategically.
• Thinks globally and acts locally.

Collaboration:

• Builds and maintains effective relationships with project team, colleagues and external partners.
• Values diversity as a source of competitive strength.
• Approachable, good listener and easy to communicate with.

Creativity:

• Develops and encourages new and innovative solutions.
• Willing to take disciplined risks.

Integrity:

• Honest and encourages openness and transparency

Qualifications & Skills:

• Education: Bachelor’s degree in Computer Science, Engineering, or an equivalent technical field.

• Experience: Minimum of 2 years of proven experience in a technical support or system administration role.

• Sophos Firewall: Strong knowledge in configuring and managing Sophos Firewall policies and security features.

• Active Directory Services: Advanced proficiency in Active Directory, DHCP, DNS, and Domain Network Administration.

• VOIP: Understanding of VOIP protocols and system troubleshooting.

• Network Admin: Good knowledge of LAN/WAN administration and network wiring.

• Hardware Maintenance: Ability to maintain and repair laptops, desktops, and printers.

• Security Tools: Experience with antivirus products and common IT support security tools.

• Problem Solving: Proven ability to research complex technical issues and implement effective solutions.

• Communication: Excellent interpersonal skills to maintain effective working relationships with all departments.