ABOUT THE ROLE We are looking for a mid-senior level IT professional to join our IT team and take ownership of day-to-day IT operations, user support, systems administration, and security across the organization. This role is ideal for someone who is comfortable working independently, troubleshooting complex technical issues, managing Microsoft 365 environments, supporting end users, and working with external vendors and technology partners. The successful candidate should be both hands-on and proactive, with a strong focus on improving IT processes, security, and the overall employee experience.

KEY RESPONSIBILITIES

IT Operations & Systems Administration

• Administer and support Microsoft 365, Entra ID, Exchange Online, SharePoint, OneDrive, Teams, and related services.
• Manage user accounts, licenses, groups, permissions, MFA, and access controls.
• Support Windows and macOS devices, including configuration, troubleshooting, software deployment, and lifecycle management.
• Manage endpoint management and monitoring tools such as Datto RMM, Intune, or equivalent platforms.
• Support networking infrastructure, including Wi-Fi, switches, VPNs, firewalls, DNS, DHCP, and related services.
• Maintain IT systems, documentation, configurations, and asset records.
• Assist with server, cloud, and infrastructure projects as required.

End User Support

• Provide Tier 2/Tier 3 technical support for hardware, software, networking, Microsoft 365, and business applications.
• Troubleshoot complex issues that cannot be resolved through standard helpdesk procedures.
• Support executives and senior leadership with a high level of professionalism and responsiveness.
• Assist users with onboarding, offboarding, device setup, application access, and account configuration.
• Provide remote and occasional onsite support.
• Develop and maintain internal knowledge base articles and technical documentation.

Cybersecurity

• Assist with implementation and maintenance of IT security controls.
• Monitor and respond to security alerts and suspicious activity.
• Manage and troubleshoot MFA, conditional access, endpoint security, email security, and access controls.
• Support email security platforms such as Barracuda, Mimecast, or equivalent.
• Assist with phishing investigations, email quarantine, malware alerts, and security incidents.
• Help maintain security policies and ensure users follow IT security best practices.
• Participate in security awareness and cybersecurity training initiatives.

IT Projects

• Participate in and lead technical projects from planning through implementation.
• Assist with Microsoft 365 migrations, tenant migrations, domain/DNS changes, application deployments, and infrastructure upgrades.
• Evaluate new technologies and make recommendations based on business requirements.
• Work with vendors, MSPs, software providers, and consultants.
• Create project documentation and ensure successful handover into IT operations.

Automation & Process Improvement

• Identify repetitive IT tasks and opportunities for automation.
• Develop and maintain workflows using tools such as Power Automate, PowerShell, or similar technologies.
• Improve onboarding, offboarding, access management, software deployment, and IT support processes.
• Develop standardized procedures and documentation to improve operational efficiency.

The ideal candidate is someone who:

• Thinks beyond simply closing tickets and looks for the root cause of problems.
• Can independently troubleshoot and resolve technical issues.
• Is comfortable taking ownership of IT systems and projects.
• Has strong attention to security and understands the importance of protecting company data.
• Communicates technical information clearly to both technical and non-technical users.
• Is organized and able to manage multiple priorities.
• Takes initiative and identifies opportunities to improve IT operations.
• Can work effectively with both internal stakeholders and external technology vendors.
• Is willing to learn new technologies and adapt to a constantly changing IT environment.

Desired Candidate Profile

Bachelor from computer science or any other related field

3+ years of experience in IT support, systems administration, IT operations, or a related role.

Strong experience supporting Microsoft 365 and Entra ID.

Experience administering Windows environments and supporting macOS devices.

Strong troubleshooting and problem-solving skills across hardware, software, networking, and cloud services.

Experience with endpoint management/RMM platforms.

Working knowledge of networking concepts including TCP/IP, DNS, DHCP, VPNs, Wi-Fi, and firewalls.

Experience with cybersecurity tools and best practices.

Strong understanding of identity and access management, MFA, and least-privilege principles.

Experience with PowerShell or another scripting/automation language.

Strong written and verbal communication skills.

Ability to work independently and prioritize competing requests.

Fluent in English and Arabic

Manage 30+ persons to include UAE and Egypt team across different time zones (MENA, Europe, Asia)