{"id":3205775,"url":"https://alion.io/job/dhl-it-help-desk-engineer","title":"IT Help Desk Engineer","company":{"id":185428,"name":"DHL","domain":"dhl.com","url":"https://alion.io/company/dhl-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":{"grade":"B","score":78,"open_postings":380,"ghost_share":0.011,"stale_share":0.818,"repost_share":0.037,"time_to_fill_p50_days":27,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cairo, Egypt"],"countries":["EG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"TCP/IP","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-13T00:00:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-28T14:47:33Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"Role Purpose:\nThe IT Service Support Analyst delivers high-quality first-line technical assistance, end-user computing support, and incident management across DHL Express. Operating within established IT Service Management frameworks, this role ensures timely resolution of hardware, software, and connectivity issues while maintaining operational integrity, IT compliance, and service level commitments.\n\nKey Responsibilities:\nDeliver professional, customer-focused first-line technical support to internal users across phone, email, and the designated enterprise ITSM portal.\n\nManage incidents, service requests, and technical problems throughout their entire lifecycle in alignment with ITIL service management standards.\n\nEnsure all technical issues and user requests are accurately logged, categorized, prioritized, tracked, and resolved within established Service Level Agreements and Operational Level Agreements.\n\nPerform structured diagnostic troubleshooting to resolve common issues across Windows operating systems, Microsoft 365, end-user hardware, printing, and enterprise software.\n\nProvide basic diagnostic support and troubleshooting for network infrastructure, including local area networks, wide area networks, Wi-Fi connectivity, switches, and access points.\n\nMaintain accurate inventory records and support lifecycle management for IT hardware, mobile devices, peripherals, and software licenses.\n\nEscalate complex incidents and technical problems to appropriate resolver groups and specialist engineering teams while retaining ownership through resolution.\n\nSupport IT compliance activities, internal audits, evidence collection, and adherence to corporate IT security and operational controls.\n\nCollaborate with internal cross-functional IT teams, external vendors, and telecommunications service providers to resolve service disruptions.\n\nDocument standard operating procedures, technical troubleshooting steps, and knowledge base articles to drive continuous service improvement.\n\nQualifications, Experience and Competencies:\nUniversity Graduate with a Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related discipline.\n\nMinimum of 1 year of hands-on experience in technical support, IT service desk, desktop support, or infrastructure support.\n\nValid Cisco Certified Network Associate (CCNA) certification is required.\n\nITIL Foundation certification or a proven working knowledge of IT Service Management core principles is highly advantageous.\n\nFull professional proficiency in written and spoken English is required; capable of communicating complex technical concepts to non-technical stakeholders.\n\nProven experience using enterprise ITSM platforms (e.g., ServiceNow or equivalent ticketing systems) for logging, tracking, and resolving service requests.\n\nSolid technical grounding in networking fundamentals including TCP/IP, DNS, DHCP, and Wi-Fi architecture.\n\nStrong troubleshooting expertise in Microsoft 365 environments, Windows client OS, and enterprise end-user hardware.\n\nWorking knowledge of IT asset management, software licensing compliance, and baseline cybersecurity practices.\n\nDemonstrated analytical problem-solving skills, accountability, and the ability to prioritize critical incidents in a fast-paced environment.\n\nEqual Treatment Clause: We are committed to fostering equal opportunity and strictly reject all forms of discrimination. At DHL Group, employee selection is based exclusively on individual qualification, performance, skills, and professional experience.\nWe\nWe\nWe","description_format":"text","description_chars":3570,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Logistics","Freight Forwarding","Warehousing","Courier Services"],"lifecycle":[{"event":"open","at":"2026-10-24T12:47:24Z"}],"visa":[],"liveness":{"score":53,"band":"ok","label":"Likely open","p_open":1,"p_active":0.586,"p_room":0.9,"age_days":15,"expected_fill_days":27,"reasons":["conf:0","stale_co","velocity","win:mid","comp:junior,brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/dhl-it-help-desk-engineer","json_url":"https://alion.io/job/dhl-it-help-desk-engineer.json","meta":{"generated_at":"2026-10-28T18:25:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25149,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":185428},"rest":"https://alion.io/mcp/rest/get_company?id=185428"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdhl-it-help-desk-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdhl-it-help-desk-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdhl-it-help-desk-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dhl-it-help-desk-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdhl-it-help-desk-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3205775}},{"tool":"search_jobs","arguments":{"company":"dhl.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3205775},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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