{"id":3099698,"url":"https://alion.io/job/sutherland-senior-it-help-desk-2","title":"Senior IT help desk","company":{"id":6648,"name":"Sutherland","domain":"sutherlandglobal.com","url":"https://alion.io/company/sutherland","size_band":"201-500","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":76,"open_postings":47,"ghost_share":0,"stale_share":0.957,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Support","role_family":"Support","seniority":"senior","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":{"min_usd":7000,"max_usd":18500,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":881},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Incident Management","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-22T14:25:07Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-29T19:02:28Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"We're looking for a Senior IT Help Desk professional to join our organization in Cairo, Egypt. In this role, you will serve as a technical expert and trusted advisor to our end-users, providing comprehensive IT support and solutions. As a Senior IT Help Desk specialist, you will be responsible for resolving complex technical issues, mentoring junior support staff, and ensuring exceptional customer service while maintaining a detail-oriented and organized approach to all tasks.\nProvide first and second-level technical support to end-users via phone, email, and remote access tools, resolving hardware, software, and connectivity issues efficiently\nDiagnose and troubleshoot complex IT problems using analytical skills and systematic approaches to identify root causes\nInstall, configure, and maintain computer hardware, software applications, and peripheral devices\nManage user accounts, permissions, and access controls using Active Directory and related systems\nDocument all support tickets accurately and completely, maintaining organized records for tracking and follow-up\nRespond to support requests in a timely manner, prioritizing issues based on business impact and urgency\nProvide mentoring and guidance to junior help desk staff, sharing knowledge and best practices\nPerform preventive maintenance and system updates to minimize downtime and optimize performance\nCollaborate with other IT departments to escalate and resolve complex technical issues\nMaintain a customer-focused approach by communicating technical information in clear, understandable terms\nStay current with IT industry trends, tools, and technologies through continuous learning\n Main Requirements - IT Help Desk Specialist - GTI\n* kindly note that CVs are rejected automatically if it doesn't match the requirements and it doesn't reach the HR team*\n*shifts are rotational*\n1- Bachelor's degree in Computer Science, Computer Engineering, Electronics and Communications Engineering, or an equivalent field.\n2- 3+ years of hands-on experience in Windows environments and Cisco networking.\n3- Strong knowledge of Windows troubleshooting, Active Directory, LAN, TCP/IP, switching, and routing.\n4- Experience with hardware/software troubleshooting, user access management, and IT support.\n5- Knowledge of virtualization, SCCM, VoIP/IP, and antivirus solutions.\n6- Understanding of incident management, SLA compliance, and escalation procedures.\n7- Flexibility to work rotational shifts, participate in on-call support, and work across different sites when required.\n8- MCSE, MCITP, or CCNA knowledge is a must","description_format":"text","description_chars":2588,"description_truncated":false,"requirements":{"experience_years_min":2,"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":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-22T17:11:50Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":6,"expected_fill_days":22,"reasons":["conf:0","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/sutherland-senior-it-help-desk-2","json_url":"https://alion.io/job/sutherland-senior-it-help-desk-2.json","meta":{"generated_at":"2026-10-29T20:09:46Z","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":30010,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"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":6648},"rest":"https://alion.io/mcp/rest/get_company?id=6648"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsutherland-senior-it-help-desk-2"},{"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%2Fsutherland-senior-it-help-desk-2"},{"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%2Fsutherland-senior-it-help-desk-2"},{"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/sutherland-senior-it-help-desk-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsutherland-senior-it-help-desk-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3099698}},{"tool":"search_jobs","arguments":{"company":"sutherlandglobal.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3099698},"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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