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Sr.Officer - IT Support Egypt

About the Company:

 

At Almosafer (part of Seera Group), we’re not just part of the travel industry, we’re helping shape its future.

 

As Saudi Arabia’s leading travel company, we serve millions across every segment of the travel and tourism ecosystem.

Rooted in our name “Almosafer,” meaning the traveler, we strive to make every journey seamless, personal, and purposeful. Our diverse platforms and services are built to deliver enriching experiences that reflect the spirit of Saudi Arabia and the wider region.

We’re united by a bold vision:

To be the undisputed leader in travel services, fostering lasting connections and setting new benchmarks for excellence in the Kingdom and beyond.

Our team across Saudi Arabia and the wider region blends deep cultural understanding with forward-thinking innovation, shaping a new standard for travel in the region.

 

 

About the job: 

 

 

End-User Support provides technical help to employees or customers with hardware, software and IT-related issues. The role focuses on solving technical problems, keeping IT systems running smoothly, and offering guidance on best practices. The team plays an important role in ensuring users are satisfied by delivering quick and effective solutions to their challenges.

 

Responsibilities: 

 

  1. Technical Support:

 

  • Respond to and resolve end-user issues related to hardware, software, and
    network connectivity.
  • Troubleshoot and diagnose problems with desktops, laptops, printers and other
    IT equipment.
  • Assist with the installation, configuration, and setup of software applications and
    IT systems.
  • Provide guidance and support for operating systems (Windows and MacOS) and productivity tools (e.g., Microsoft Office, Google Workspace).

 

  1. Ticket Management:

 

  • Manage and prioritize incoming support requests through Tawasol (ITSM).
  • Provide timely updates and communicate with users regarding the status of their
    support requests.
  • Ensure tickets are resolved within the agreed-upon service level agreements
    (SLAs).

 

  1. Remote Support:

 

  • Offer remote support to users for troubleshooting and resolving technical issues.
  • Use SCCM to diagnose and fix problems without requiring in-person intervention.

 

  1. User Training and Guidance:

 

  • Provide training and guidance to end-users on the use of hardware, software,
    and IT systems.
  • Create and maintain user manuals, FAQs, and knowledge base articles for
    common technical issues.

 

  1. System Maintenance and Updates:

 

  • Ensure end-user systems and software are up to date with the latest patches,
    updates, and security measures.
  • Assist in the installation and configuration of new hardware, software, and IT
    infrastructure.

 

  1. Collaboration:

 

  • Collaborate with other IT teams (e.g., network, security, or system administrators)
    to resolve complex issues.
  • Work closely with management to improve IT processes, user experience, and
    customer satisfaction.

 

  1. Hardware and Software Inventory Management:

 

  • Maintain an inventory of IT hardware and other resources by Tawasol- Asset
    management.
  • Track and manage equipment for end-users, ensuring proper asset
    management.

 

  1. Incident and Problem Resolution:

 

  • Record and escalate unresolved issues or recurring problems to appropriate
    technical teams.
  • Perform root cause analysis to help prevent future occurrences of common
    issues.




Profile requirements:

 

Key Skills and Qualifications:

 

  • Technical Knowledge: Strong understanding of operating systems (Windows, macOS),
    office applications (Microsoft Office, Google Workspace), hardware components, and IT
    troubleshooting.
  • Communication Skills: Ability to communicate complex technical issues clearly and
    concisely to non-technical users.
  • Problem-Solving: Strong analytical skills to troubleshoot and resolve issues efficiently.
  • Customer Service Orientation: A focus on providing excellent customer service and
    user experience.
  • Time Management: Ability to manage multiple support requests while adhering to SLAs.
  • Team Collaboration: Ability to work effectively with cross-functional teams and
    departments.

 


Education and Experience:

 

  • Education: A degree in Computer Science, Information Technology, or a related field is preferred but not required.
  • Experience: Previous experience in IT support or help desk roles is a plus.
  • Certifications: Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional, ITIL) are beneficial.

 

Work Environment:

 

  • Location: On-site.
  • Hours: Full-time, shift-based

 

 

Being you @ Almosafer :

 

At Almosafer, our teams work with purpose, clarity, and a shared commitment to doing things the right way. 

Whether you're building platforms, supporting travelers, or shaping strategy, your work connects to something bigger. Across functions and locations, we value accountability, trust, and collaboration - and we create the structure and space for you to contribute meaningfully from day one.

 

Here, you will find:

A purpose-led workplace where your ideas can create real impact

Ongoing learning and development to help you grow with intention

Recognition that celebrates your wins, both big and small

A community built on trust, curiosity, and shared momentum

No matter where your journey started, at Almosafer, you will find space to grow, connect, and contribute meaningfully.

Apply now »