Senior Technical Support Specialist

Zewail City

Oversee and manage the IT support ticketing system, ensuring timely response and resolution of technical issues.

• Administer and maintain computer labs, including installation, configuration, troubleshooting, and readiness health checks.
• Support network connectivity and related infrastructure.
• Deploy, monitor, and manage devices using SCCM and Azure-based tools.
• Provide support for academic and administrative software installations, updates, and license management.
• Develop documentation and standard operating procedures for IT operations.
• Train and guide junior support staff on technical processes and escalationbr>handling.
• Participate in system upgrades, testing, and integration projects.
• Ensure compliance with IT security policies and contribute to system audits.

• Hands-on experience with ticketing systems.
• Solid understanding of networking concepts (LAN, WAN, VPN, switches,br>firewalls).
• Good Knowledge in access control, and CCTV platforms.
• Good knowledge in Microsoft SCCM and Azure administration.
• Experience supporting academic or enterprise software environments is anbr>advantage.
• Strong troubleshooting and diagnostic abilities.
• Excellent communication and coordination skills.
• Experience in documenting procedures and maintaining IT knowledge bases.
• Ability to prioritize tasks and manage incidents efficiently.
• Strong understanding of IT service management principles (ITIL preferred).