IT Support Specialist

Atlas Copco Equipment Egypt S.A.E.

To provide the onsite support for end users to identify, diagnose and rectify any issues in computer hardware, software, services, and applications

Fulfillment of the change/service requests, tasks assigned to you, ensuring they are handled correctly and promptly

Act on incidents which are approaching or have reached the point of breaching our service level agreements

Support end users and deliver IT services in the areas of Microsoft 365, MS Teams, PC support, LAN and WAN, video conferencing etc.

Hands-on practice on Microsoft Power platform services including Power automate and power app

Microsoft SharePoint online administration (Intermediate level)

Mobile devices support including the mobile device management

Provide hands on support to our specialist team with server, network, and telephony infrastructure

Maintain Asset Management database in ServiceNow with accurate records of IT assets

Collaborate with the IT Manager in the management of the IT platform to keep the information systems in optimal operating condition

Properly escalate incidents or problems to IT Manager and Regional End User Support teams according to the impact, severity, and urgency

To be fully compliant to IT Security guidelines, procedures & policies referring to Atlas Copco Way

Manage vendor relationships to ensure timely delivery and quality of service

Communicate effectively with stakeholders to ensure alignment of IT services with business objectives

Liaise with local vendors for procurement, maintenance, and support of IT equipment and services.

Ensuring the same level of support for the main office in Cairo and Alexandria branch as well as regional distributors and any future expansion

Skill / Experience requirements

• Minimum of 02 years experience in similar role
• Customer focused and business oriented
• You can work in a team as well as independently, to be proactive and to work with many tasks simultaneously
• Effective communication and interpersonal skill
• Analytical and enjoy solving problems in a complex environment
• Willing to research, learn and find solutions and can quickly understand new technology and processes
• Strong knowledge of computer hardware, software, and network systems. Troubleshooting PC s, laptops (Dell and HP experience)
• Mobile devices management and support
• Hands on experience with Microsoft 365, especially MS Teams, MS Outlook, OneDrive & SharePoint
• Experience with vendor management and project participation is a plus
• Experience working in a global or multi-site environment

Knowledge / Educational requirements

• University degree or equivalent competence gained through experience
• Fluency in English & Arabic (Speaking and writing).
• ITIL Certified
• Experience with IT best practice / ITIL; ITIL certification desirable
• Certifications such as CompTIA A+, Network+, CCNA or Microsoft Certified IT Professional (MCITP) is a plus