Senior IT help desk

Senior IT help desk role based in Cairo, Egypt, providing first- and second-level technical support to end-users and mentoring junior staff. Requires 3+ years of Windows/Cisco experience and MCSE, MCITP, or CCNA knowledge, with rotational shifts and on-call support.

• Provide first- and second-level technical support via phone, email, and remote tools
• Diagnose and troubleshoot complex IT problems
• Install, configure, and maintain hardware, software, and peripherals
• Manage user accounts, permissions, and access controls
• Document support tickets accurately
• Mentor junior help desk staff
• Perform preventive maintenance and system updates
• Escalate and collaborate on complex technical issues

• Bachelor's in Computer Science, Computer Engineering, Electronics and Communications Engineering, or equivalent
• 3+ years of Windows and Cisco networking experience
• Strong Windows, Active Directory, LAN, TCP/IP, switching, and routing knowledge
• Hardware/software troubleshooting and user access management experience
• Knowledge of virtualization, SCCM, VoIP/IP, and antivirus solutions
• Understanding of incident management, SLA compliance, and escalation procedures
• Flexibility for rotational shifts, on-call support, and different sites
• MCSE, MCITP, or CCNA knowledge is a must

Sutherland works with global brands on AI, automation, cloud and customer experience operations. In Egypt it runs large contact centers in Cairo and Alexandria that hire English and multilingual customer service representatives, usually with transport, medical insurance and paid training. These roles are on-site.