Role OverviewThe IT Support Engineer serves as the primary point of contact for all internal IT needs acrossIT Pillars' Egypt offices, while providing remote technical support to Saudi Arabia-based staffand offices. The role spans three core pillars: end-user support, infrastructure & applicationoperations, and endpoint & access security.The candidate must be comfortable working autonomously, maintaining clear documentation,and escalating when necessary.End-User & Helpdesk Support● Serve as the primary helpdesk contact for all Egypt office staff via Zoho Desk; maintainSLA response times● Provide remote support to KSA offices and employees for software, connectivity, andaccount issues● Troubleshoot and resolve hardware, OS, and application issues on Windows andmacOS endpoints● Onboard and offboard employees: device provisioning, account creation, and accessrevocation● Maintain clear, consistent ticket documentation for all reported issues and resolutionsInfrastructure & Applications● Maintain and monitor network equipment (switches, routers, Wi-Fi APs) across Egyptoffices● Administer internal servers, shared drives, and collaboration tools● Support VPN and remote access solutions for staff connecting across Egypt and KSA● Coordinate with internet and cloud service providers for connectivity and uptime issues● Maintain an accurate asset inventory of all hardware and software licenses● Assist in deploying and configuring business applications for internal usersCybersecurity — Endpoint & Access● Enforce endpoint security policies: antivirus, patch management, and device compliance● Manage user access privileges following the principle of least privilege; conduct periodicaccess reviews● Monitor for and respond to basic security alerts (malware, unauthorized accessattempts, policy violations)● Enforce MFA enrollment across internal accounts and systems● Document security incidents and escalate according to defined policy Must Have Bachelor’s degree in Information Technology, Computer Science, or a related fieldEquivalent diplomas with proven hands-on experience will also be considered Strong experience in Windows and macOS administration, including daily troubleshooting and supportSolid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN) Experience with user access management (Active Directory, LDAP, or similar directory services)Familiarity with endpoint security tools, antivirus solutions, and basic incident response Fluency in both Arabic and English (written and spoken)Nice to Have CompTIA A+ and/or Network+ certifications Experience with Zoho Desk or any IT ticketing/ITSM system Experience administering Microsoft 365 or Google Workspace environments Soft Skills & Attributes Strong ownership mindset with the ability to manage tasks independentlyService-oriented approach with the ability to support users of varying technical backgrounds Excellent communication skills, especially in a remote and cross-border environmentHigh attention to detail in documentation, asset tracking, and incident reportingSummaryThis role is ideal for a hands-on IT professional who enjoys solving problems, supporting users, and maintaining reliable IT systems across multiple locations.