We're looking for a Senior IT Help Desk professional to join our organization in Cairo, Egypt. In this role, you will serve as a technical expert and trusted advisor to our end-users, providing comprehensive IT support and solutions. As a Senior IT Help Desk specialist, you will be responsible for resolving complex technical issues, mentoring junior support staff, and ensuring exceptional customer service while maintaining a detail-oriented and organized approach to all tasks.
- Provide first and second-level technical support to end-users via phone, email, and remote access tools, resolving hardware, software, and connectivity issues efficiently
- Diagnose and troubleshoot complex IT problems using analytical skills and systematic approaches to identify root causes
- Install, configure, and maintain computer hardware, software applications, and peripheral devices
- Manage user accounts, permissions, and access controls using Active Directory and related systems
- Document all support tickets accurately and completely, maintaining organized records for tracking and follow-up
- Respond to support requests in a timely manner, prioritizing issues based on business impact and urgency
- Provide mentoring and guidance to junior help desk staff, sharing knowledge and best practices
- Perform preventive maintenance and system updates to minimize downtime and optimize performance
- Collaborate with other IT departments to escalate and resolve complex technical issues
- Maintain a customer-focused approach by communicating technical information in clear, understandable terms
- Stay current with IT industry trends, tools, and technologies through continuous learning
Main Requirements – IT Help Desk Specialist - GTI
* kindly note that CVs are rejected automatically if it doesn't match the requirements and it doesn't reach the HR team*
*shifts are rotational*
1- Bachelor's degree in Computer Science, Computer Engineering, Electronics and Communications Engineering, or an equivalent field.
2- 3+ years of hands-on experience in Windows environments and Cisco networking.
3- Strong knowledge of Windows troubleshooting, Active Directory, LAN, TCP/IP, switching, and routing.
4- Experience with hardware/software troubleshooting, user access management, and IT support.
5- Knowledge of virtualization, SCCM, VoIP/IP, and antivirus solutions.
6- Understanding of incident management, SLA compliance, and escalation procedures.
7- Flexibility to work rotational shifts, participate in on-call support, and work across different sites when required.
8- MCSE, MCITP, or CCNA knowledge is a must
Skills Required
- Bachelor's degree in Computer Science, Computer Engineering, Electronics and Communications Engineering, or an equivalent field
- 3+ years of hands-on experience in Windows environments and Cisco networking
- Strong knowledge of Windows troubleshooting, Active Directory, LAN, TCP/IP, switching, and routing
- Experience with hardware and software troubleshooting, user access management, and IT support
- Knowledge of virtualization, SCCM, VoIP/IP, and antivirus solutions
- Understanding of incident management, SLA compliance, and escalation procedures
- Flexibility to work rotational shifts, participate in on-call support, and work across different sites when required
- MCSE, MCITP, or CCNA knowledge
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
