{"id":3587018,"url":"https://alion.io/job/incision-it-specialist-saas-systems-support","title":"IT Specialist (SaaS Systems & Support)","company":{"id":691403,"name":"Incision","domain":"incision.care","url":"https://alion.io/company/incision","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["New Cairo, Egypt"],"countries":["EG"],"hiring_countries":["EG"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":5500,"max_usd":16500,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1223},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Google Workspace","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false},{"name":"ISO 27001","optional":true}],"status":"live","first_seen_at":"2026-06-01T09:58:00Z","employer_posted_date":"2026-06-01","last_verified_at":"2026-11-03T11:04:33Z","board_verified":true,"closed_at":null,"days_open":155,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":154},"description":"At Incision (www.incision.care), our mission is to revolutionize surgical training and ensure that every patient receives the best possible care. We collaborate with surgical professionals and teams worldwide, sharing expertise through our award-winning e-learning platform, featuring 2D & 3D modules, augmented reality, and virtual reality applications.\nOur Core Values\nImpact & Excellence: we strive for innovation and excellence in surgical education\nLearn, Grow, and Share: knowledge should be shared, and we help each other thrive\nTeamwork Unleashed: we support, challenge, and celebrate each other’s success\nRole Overview:\nAs an IT Support Specialist at Incision, you will provide Level 1 and Level 2 IT support to colleagues in our Cairo office and remote support to colleagues around the world.\nYou will work closely with our IT Manager in Amsterdam and our Senior IT Support Specialist in Cairo to resolve support requests, improve IT processes, maintain documentation, support compliance activities, and help keep our IT environment reliable and secure.\nThis role is ideal for someone who enjoys hands-on technical support, solving user problems, improving processes, and working in an international environment.\nWhat you will do:\nProvide day-to-day IT support for colleagues in the Cairo office and remotely for our staff globally.\n\nTroubleshoot hardware, software, account access, SaaS, network, and endpoint issues.\n\nManage and prioritize tickets using our IT ticketing system - Freshdesk.\n\nSupport onboarding, offboarding, and user access management across company systems.\n\nAdminister and maintain our internal tools, including Google Workspace and other business applications.\n\nAssist with device management using RMM and MDM tools - Pulseway & JAMF.\n\nMaintain IT documentation, user guides, asset records, and internal knowledge base articles.\n\nHelp identify recurring issues and improve support processes.\n\nSupport IT compliance activities, including vendor management, access reviews, evidence collection, control monitoring, and remediation efforts.\n\nContribute to IT projects such as tool rollouts, process improvements, endpoint management, and security initiatives.\n\nWhat You Bring\nAt least 2 years of experience in an IT support, service desk, or technical support role.\n\nExperience supporting users in a business environment, ideally across multiple locations or time zones.\n\nExperience with Google Workspace administration or similar cloud-based productivity platforms.\n\nExperience with RMM or MDM tools such as Pulseway, Jamf, Kandji, NinjaOne, or similar.\n\nExperience supporting both macOS and Windows environments.\n\nExperience using a ticketing system and prioritizing requests based on urgency and business impact.\n\nStrong troubleshooting skills across common hardware, software, SaaS, and endpoint issues.\n\nClear verbal and written communication skills in English.\n\nAbility to explain technical issues clearly to non-technical users.\n\nA proactive mindset and willingness to improve processes, documentation, and user experience.\n\nStrong collaboration skills and the ability to work with colleagues across different teams and locations.\n\nNice to have:\nFamiliarity with ISO 27001 requirements or similar security/compliance frameworks.\n\nFamiliarity with compliance initiatives such as access reviews, vendor security reviews, or control monitoring.\n\nExperience with SaaS access management, SSO, MFA, or identity administration.\n\nExperience supporting onboarding and offboarding processes.\n\nWhat We Offer\nMake a Real Impact: help revolutionize surgical education worldwide!\nInternational Team: join a diverse crew with 10+ nationalities.\nLearning & Development: access training, courses, and growth opportunities.\nHybrid Work Model: flexibility to work remotely.\nCareer Growth: expand your skills in a fast-paced, innovative environment.\nTop-Notch Equipment: choose between Apple or Microsoft laptop, plus office monitor & tools.\nInspiring Team: collaborate with medical professionals and cutting-edge innovators.!\nTeam & Social Events: regular gatherings to connect, learn, and have fun.\nCompetitive Salary: get rewarded for your skills and expertise.\nTravel Allowance: support for commuting costs.\nMental Health Support: access well-being resources through OpenUp.\nCasual Scale-Up Environment: work in a dynamic, fun, and inspiring atmosphere!\nDiverse & Inclusive Workplace: be part of an open-minded, supportive culture where everyone is valued.","description_format":"text","description_chars":4476,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Growth opportunities","Hybrid work"],"hiring_locations":[{"name":"Egypt","iso":"EG","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Software","E-learning","Addiction 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