# IT (Technical Customer Support)

> SSC HR Solutions · Cairo, Egypt · — · Posted 2026-07-20

**Workplace:** on_site

**Department:** Information Technology

## Description

-   Provide technical support to customers through phone, email, remote sessions, and online meetings.
-   Contact clients after the sales process to activate software licenses and ensure successful deployment.
-   Guide customers through software installation, configuration, and best practices to prevent common issues.
-   Troubleshoot technical problems and provide timely, effective solutions to ensure customer satisfaction.
-   Escalate requests related to additional products, upgrades, or services to the Account Manager.
-   Research technical solutions through vendor knowledge bases, documentation, and support portals.
-   Communicate directly with software vendors when advanced technical support is required.
-   Document all customer interactions, troubleshooting steps, and resolutions in the support system.
-   Maintain accurate records of support tickets, escalations, and customer feedback.
-   Monitor recurring issues and report them to the management team to improve service quality.
-   Assist in identifying customers' technical needs and provide recommendations for optimal system usage.
-   Support internal IT operations by identifying hardware and software requirements.
-   Coordinate the procurement of required IT equipment and software licenses.
-   Maintain and update the company's IT asset inventory, including hardware, software, and licenses.
-   Collaborate with Sales and Account Management teams to ensure a seamless customer experience.
-   Ensure compliance with company support procedures and service standards.

## Requirements

-   Bachelor's degree in Information Technology, Computer Science, or a related field.
-   Minimum **3 years of experience** in Technical Customer Support, IT Support, or Technical Services.
-   Strong knowledge of **Windows** and **macOS** operating systems.
-   Good understanding of basic networking concepts (TCP/IP, DNS, LAN/WAN, Wi-Fi).
-   Experience troubleshooting software installation and licensing issues.
-   Ability to explain technical concepts clearly to non-technical users.
-   Strong analytical and problem-solving skills.
-   Excellent communication and customer service skills.
-   English proficiency: **B1 level or above**.
-   Experience using remote support tools (TeamViewer, AnyDesk, Remote Desktop, etc.) is a plus.
-   Experience with ticketing/helpdesk systems is a plus.
-   Knowledge of Autodesk products or similar engineering software is an advantage.
-   IT certifications (such as CompTIA A+, Network+, Microsoft, or similar) are a plus.
-   Strong organizational skills with excellent attention to detail.
-   Ability to prioritize tasks, manage multiple support requests, and work under pressure.
-   Team player with the ability to work independently when needed.
-   Proficiency in Microsoft Office applications and general IT administration tasks.

## Apply

[Apply at SSC HR Solutions](https://apply.workable.com/ssc-hr/j/656949092D/apply)

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