IT Help Desk Specialist

PluginZ Solutions is hiring an IT Help Desk Specialist to be the first point of contact for our clients' and our own IT support requests. You will answer calls, emails and tickets, solve day-to-day IT issues quickly, and escalate what needs deeper work to our system administrators. Key responsibilities: - Receive and log support requests by phone, email and our ticketing system, and keep every ticket updated until it is closed. - Troubleshoot Windows, Microsoft 365 (Outlook, Teams, OneDrive), printers, VPN and basic network issues, remotely and on site. - Reset passwords, unlock accounts and handle basic user and mailbox changes. - Set up laptops and desktops for new employees and prepare devices for leavers. - Install and update software and keep endpoint protection running. - Escalate complex issues to the system administrators with clear notes. - Meet the response and resolution times agreed with clients (SLAs). - Keep the IT asset inventory and knowledge base articles up to date. Location: Maadi, Cairo (on-site, with visits to client sites when needed). Employment type: Full-time.

0 to 2 years in IT support or a help desk (fresh graduates with strong skills are welcome) Good knowledge of Windows 10/11, Microsoft 365 and basic networking (IP, DNS, Wi-Fi, VPN) Clear, patient communication with non-technical users, by phone and in person Good written and spoken English, and Arabic Organised, with the discipline to log and follow up every ticket Bachelor's degree or diploma in IT, Computer Science or a related field Nice to have: CompTIA A+, Microsoft MD-102 or MS-900, CCNA