L1 Application Support Engineer

Job description / Role

Job Description
- Troubleshooting hardware, software, and network issues.
- Installing, configuring, and maintaining IT systems.
- Executing routine maintenance tasks such as system updates and patch management.
- Assisting in IT asset management, including inventor.
- tracking and procurement tasks.
- Monitoring and promptly responding to IT infrastructure alerts and incidents.
- Providing initial support to end-users and resolving issues.
- Collaborating closely with L2 and L3 support teams to escalate and address complex issues.
- Performing routine maintenance tasks such as system
- updates, patch management, and backup procedures.
- Documenting all support activities comprehensively, including troubleshooting steps, resolutions, and configurations.
- Executing tasks with a focus on accuracy and efficiency to ensure
- high-quality IT operations and support services.
- Communicating effectively with end-users to understand and address their IT-related needs and concerns.
- Collaborating with colleagues and support teams to achieve common goals and deliver exceptional IT services.
- Monitoring and managing IT infrastructure to ensure optimal capacity and performance.
- Contributing to the development and improvement of IT processes and procedures to enhance business continuity.
- Actively contributing to problem-solving efforts and the resolution of recurring issues to improve overall IT service reliability.

Requirements

Personal Skills
- Excellent team player.
- Excellent communication, presentation, and interpersonal abilities
- Very Good command of English

Technical Skills
- Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience).
- Preferred: 1+ years of experience in an IT support or operations role.
- Proficiency in troubleshooting hardware, software, and network issues.
- Strong communication skills and ability to effectively interact with end-users.
- Experience with IT service management tools (e.g., ServiceNow, Remedy) is a plus.
- Basic understanding of ITIL framework and best practices.
- Desirable certifications such as CompTIA A+, Network+, or Microsoft.
- Certified Desktop Support Technician (MCDST)

About the Company

Giza Systems, a leading systems integrator in the MEA region, designs and deploys industry-specific technology solutions for asset-intensive industries such as the telecoms, utilities, oil and gas, hospitality and real estate among other market sectors. We help our clients streamline their operations and businesses through our portfolio of solutions, managed services, and consultancy practice. Our team of 1000 professionals are spread throughout the region with anchor offices in Cairo, Riyadh, Dubai, Doha, Nairobi, Dar-es-Salaam, Abuja, Kampala and New Jersey, allowing us to service an ever-increasing client base in over 40 countries.