Senior Helpdesk Engineer

Job Purpose:

Under the supervision of the helpdesk team leader, the senior helpdesk engineer is required to deliver and maintain IT services with high level of availability, and is supposed to provide technical support to all the employees in an efficient and accurate manner.

Job Accountabilities:

  • Responsible for providing Reports on SLA compliance, Service Desk Metrics and IT assets.
  • Responsible for ensuring the smooth day to day running of the IT Service Desk.
  • Responsible for ensuring IT Service Desk staff coverage, call levels and SLA compliance.
  • Initial escalation point for all user requests.
  • Carry out first line support for all aspects of the Commission’s IT infrastructure on all sites in person, on the phone and via remote connection.
  • Carry out fault-finding and problem solving on software and hardware issues and passes more complex faults and requests to the IT Operations Manager (Services) or other relevant resource.
  • Monitors and checks backups, and backup routines to provide security of the data held.
  • Ensures systems are kept up to date with patches and antivirus updates.
  • Checks Spam logs and relevant notifications where required.
  • Responsible for maintaining the IT Asset Database.
  • Provides support to the IT Operations Manager (Services).
  • Represents the department where required.
  • Responsible for following established IT processes and supporting new ones.


  • Bachelor of Engineering (Computer and Control) or Computer Science, or any related field.

Required Experience:

  • Previous experience in IT support –3 years in a senior IT role.
  • Ability to produce clear, concise and accurate documentation and job notes.
  • Windows 7 and XP to advanced level.
  • Office 2003 / 2007 / 2010 / 2013 to advanced level.
  • Windows Server 2003 / 2008 / 2012 (advantageous) administration, build and maintenance.
  • Strong understanding and working knowledge of Active Directory, exchange mailbox administration, DNS, group policies, domain controllers.
  • Good knowledge of Routers, Firewalls, Switches, VPN devices and wireless and other networking technologies.
  • Good understanding of Antivirus technologies and experience of their administration.
  • Strong understanding of backups and restoration methods.
  • Strong understanding of NTFS and share permissions on previous & current Windows Server environments.

Required Skills:

  • Excellent attitude, great phone etiquette.
  • Team player with the ability to motivate and educate other team members.
  • Ability to demonstrate clear & confident communication skills both written and verbal.
  • Ability to deal with problems and technical issues in a friendly, calm and reassuring manner.
  • Excellent problem solving ability.
  • A proactive thinker who encompasses the “bigger picture”.
  • Passion for IT and technology, and a drive to help customers take advantage of new solutions.
  • Ability to multi-task, priorities and escalate accordingly.
  • Self-motivated.
  • Ability to learn new skills quickly.
  • The initiative and reliability to work unsupervised on many occasions.

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or sent your CV to with [Senior Helpdesk Engineer (At TIEC Borg El Arab & Assuit)] on subject line

Further information