IT (Technical Customer Support)
LocationCairo, Cairo Governorate, Egypt
Typefull-time
SeniorityMid
Experience3+ yrs
DepartmentInformation Technology
Company size1,001–5,000 people
PostedJul 20, 2026 · 2mo ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Bachelor's degree in Information Technology, Computer Science, or a related field
Minimum 3 years of experience in Technical Customer Support, IT Support, or Technical Services
Strong knowledge of Windows and macOS operating systems
Good understanding of basic networking concepts (TCP/IP, DNS, LAN/WAN, Wi-Fi)
Experience troubleshooting software installation and licensing issues
Ability to explain technical concepts clearly to non-technical users
Strong analytical and problem-solving skills
Excellent communication and customer service skills
English proficiency: B1 level or above
Strong organizational skills with excellent attention to detail
Ability to prioritize tasks, manage multiple support requests, and work under pressure
Team player with the ability to work independently when needed
Proficiency in Microsoft Office applications and general IT administration tasks
Experience using remote support tools (TeamViewer, AnyDesk, Remote Desktop, etc.) is a plus
Experience with ticketing/helpdesk systems is a plus
Knowledge of Autodesk products or similar engineering software is an advantage
IT certifications (such as CompTIA A+, Network+, Microsoft, or similar) are a plus
Skills
Windows
macOS
TCP/IP
DNS
LAN/WAN
Wi-Fi
TeamViewer
AnyDesk
Remote Desktop
Microsoft Office
Responsibilities
•
Provide technical support to customers through phone, email, remote sessions, and online meetings.
•
Contact clients after the sales process to activate software licenses and ensure successful deployment.
•
Guide customers through software installation, configuration, and best practices to prevent common issues.
•
Troubleshoot technical problems and provide timely, effective solutions to ensure customer satisfaction.
•
Escalate requests related to additional products, upgrades, or services to the Account Manager.
•
Research technical solutions through vendor knowledge bases, documentation, and support portals.
•
Communicate directly with software vendors when advanced technical support is required.
•
Document all customer interactions, troubleshooting steps, and resolutions in the support system.
•
Maintain accurate records of support tickets, escalations, and customer feedback.
•
Monitor recurring issues and report them to the management team to improve service quality.
•
Assist in identifying customers’ technical needs and provide recommendations for optimal system usage.
•
Support internal IT operations by identifying hardware and software requirements.
•
Coordinate the procurement of required IT equipment and software licenses.
•
Maintain and update the company’s IT asset inventory, including hardware, software, and licenses.
•
Collaborate with Sales and Account Management teams to ensure a seamless customer experience.
•
Ensure compliance with company support procedures and service standards.
Requirements
•
Bachelor’s degree in Information Technology, Computer Science, or a related field.
•
Minimum 3 years of experience in Technical Customer Support, IT Support, or Technical Services.
•
Strong knowledge of Windows and macOS operating systems.
•
Good understanding of basic networking concepts (TCP/IP, DNS, LAN/WAN, Wi-Fi).
•
Experience troubleshooting software installation and licensing issues.
•
Ability to explain technical concepts clearly to non-technical users.
•
Strong analytical and problem-solving skills.
•
Excellent communication and customer service skills.
•
English proficiency: B1 level or above.
•
Experience using remote support tools (TeamViewer, AnyDesk, Remote Desktop, etc.) is a plus.
•
Experience with ticketing/helpdesk systems is a plus.
•
Knowledge of Autodesk products or similar engineering software is an advantage.
•
IT certifications (such as CompTIA A+, Network+, Microsoft, or similar) are a plus.
•
Strong organizational skills with excellent attention to detail.
•
Ability to prioritize tasks, manage multiple support requests, and work under pressure.
•
Team player with the ability to work independently when needed.
•
Proficiency in Microsoft Office applications and general IT administration tasks.
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