IT Support Engineer (L1)

IT Support Engineer

Highlight: The IT Support Engineer (L1) holds an essential role at Living Stones Group (LSG). This position supports new and existing clients who work in a variety of industries and regions. LSG is a global company that supports clients with remote and on-prem solutions.

Hours: This position is a full-time 40-hour per week (Monday to Friday), hybrid (primarily remote with scheduled office work in Cairo as needed). Work hours are during the afternoon and evening. This position also covers a minimum of one Sunday shift per month to monitor the service desk and respond to client needs. Comp time is provided for Sunday shifts.

Main Responsibilities for this Position:

• Knowledge of system security (e.g., intrusion detection systems) and data backup and recovery.  
• Maintains and administers computer networks and related computing environments.  
• Has Hands-on experience in networking, routing, and switching.  
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.  
• Manage file servers and printer servers.  
• Manage hardware and software assets.  
• Ability to create accurate network diagrams and documentation for designing and planning network communication systems.  
• Handling Outlook and mailbox-related issues  
• Walk customers through installing applications and computer peripherals.  
• Ask targeted questions to diagnose problems.  
• Conduct remote troubleshooting.  
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role  
• Hands-on experience with Windows/Linux OS environments

Language Skills:

• Fluent and competent on a professional level, both verbally and written, in Arabic and English.

Requirements:

• Very good internet connectivity from remote work location.
• Degree in computer science or information technology.
• CCNA certification is required. Microsoft, Linux, or Cisco certifications are advantageous.    
• Prior experience in tech support, desktop support, or a similar role.  
• Proficiency in the following areas of technical support:

-Microsoft 365, including Outlook, SharePoint, OneDrive, Security and MFA.

-Windows/Mac and desktop support proficiency

-Remote desktop applications and help desk software.

-Active Directory (AD) and Identity

-Networking and connectivity

-MSP tools and methodology

• Attention to detail and ability to follow standard operating procedures (SOP) with good documentation and problem-solving skills.  
• Excellent interpersonal skills.  
• Communication Skills: Ability to communicate technical information clearly, written and verbally, to non-technical stakeholders and collaborate effectively with team members.

Physical Ability:

• Physical ability to lift equipment and perform on-site tasks in LSG and client offices and worksites.

Please submit CV or submit questions to: people@livingstones.group