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