IT Analyst
HybridCairo, Cairo, Egypt
Job Summary
Provide second-level (L2) support for Network, Active Directory, Security, and Remote Access issues while monitoring and managing the active ticket queue. Troubleshoot and resolve complex technical incidents within agreed-upon service level agreements, administer user accounts in Active Directory, and analyze logs in Exchange and Azure Entra ID to diagnose authentication problems. Handle security tasks including phishing investigations and perform basic network troubleshooting using topology information. Coordinate as the primary technical interface for SITA and Orange Poland, acting as the designated IT Customer Success Manager for escalated issues and new policy implementations.
Required Qualifications
- Experience in 1st level of support
- Strong analytical skills
- Strong problem-solving skills
- Strong communication skills
- Ability to work collaboratively in a team-oriented environment
- Good experience in networks
- Good experience in AD
- Good experience in Security
Desired Qualifications
- Experience in 1st level of support is considered a strong asset
- Good experience in networks, AD, and Security is a huge plus
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