الشركة الوطنية للنقل وأعالي البحار
L1/L2 IT Helpdesk
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Job Description
We are seeking a skilled and customer-focused L2 Helpdesk Support Specialist to join our team.
The ideal candidate will have a strong IT background, excellent troubleshooting skills, and the ability to communicate fluently in English at a near-native level.
You will be responsible for handling escalated technical issues and ensuring timely resolution while maintaining high service standards.
Fluent in English (spoken and written) – near-native proficiency is a must
- Proven experience in IT support or helpdesk (L2 level preferred)
- Strong experience working with ticketing systems (e.g., Zendesk)
- Solid knowledge of Microsoft Office and general IT systems
- Good understanding of troubleshooting methodologies
- Ability to work independently and manage workload efficiently
- Willingness to work according to Canadian time zone Key Responsibilities:
- Provide Level 2 technical support for end-users and clients
- Troubleshoot and resolve complex technical issues related to systems, applications, and networks
- Manage and respond to support tickets in a timely manner
- Escalate unresolved issues to higher support levels when necessary
- Maintain accurate documentation of issues, solutions, and processes
- Collaborate with internal teams to improve support processes and user experience
- Ensure adherence to SLAs and performance metrics Preferred Qualifications:
- Experience in international or global support environments
- Strong communication and problem-solving skills
- Customer-oriented mindset with attention to detail
Requirements & Qualifications
Fluent in English (spoken and written) – near-native proficiency is a must
- Proven experience in IT support or helpdesk (L2 level preferred)
- Strong experience working with ticketing systems (e.g., Zendesk)
- Solid knowledge of Microsoft Office and general IT systems
- Good understanding of troubleshooting methodologies
- Ability to work independently and manage workload efficiently
- Willingness to work according to Canadian time zone Key Responsibilities:
- Provide Level 2 technical support for end-users and clients
- Troubleshoot and resolve complex technical issues related to systems, applications, and networks
- Manage and respond to support tickets in a timely manner
- Escalate unresolved issues to higher support levels when necessary
- Maintain accurate documentation of issues, solutions, and processes
- Collaborate with internal teams to improve support processes and user experience
- Ensure adherence to SLAs and performance metrics Preferred Qualifications:
- Experience in international or global support environments
- Strong communication and problem-solving skills
- Customer-oriented mindset with attention to detail
EGjobank Analysis
Quick Role Summary
Opportunity as "L1/L2 IT Helpdesk" at Flojics located in القاهرة on a Full-Time basis, suited for Senior Level candidates, within Technology & IT. Key details from listing: We are seeking a skilled and customer-focused L2 Helpdesk Support Specialist to join our team. The ideal candidate will have a strong IT background, excellent…
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Application Tips
- Tailor your CV headline to match "L1/L2 IT Helpdesk" and feature measurable achievements in the top third of your resume.
- Customize your cover note for القاهرة: explain why this location and work arrangement suit your availability and how you add value to the team.
- Highlight relevant practical experience, key responsibilities, and specific business impact.
- Demonstrate team leadership, budget stewardship, and tangible business KPIs — concrete numbers carry maximum weight.
- After applying, monitor your status from your dashboard and stay prepared for an interview invitation.
Readiness Checklist
- Updated CV in standard PDF format with a professional filename
- Skills aligned with the stated role requirements
- Availability for work in القاهرة or remote if specified
- Measurable achievement examples prepared for interview talking points
- Egyptian Job Bank candidate profile ready for application tracking
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