Role OverviewThe IT Support Engineer serves as the primary point of contact for all internal IT needs acrossIT Pillars' Egypt offices, while providing remote technical support to Saudi Arabia-based staffand offices. The role spans three core pillars: end-user support, infrastructure & applicationoperations, and endpoint & access security.The candidate must be comfortable working autonomously, maintaining clear documentation,and escalating when necessary. End-User & Helpdesk Support● Serve as the primary helpdesk contact for all Egypt office staff via Zoho Desk; maintainSLA response times● Provide remote support to KSA offices and employees for software, connectivity, andaccount issues● Troubleshoot and resolve hardware, OS, and application issues on Windows andmacOS endpoints● Onboard and offboard employees: device provisioning, account creation, and accessrevocation● Maintain clear, consistent ticket documentation for all reported issues and resolutionsInfrastructure & Applications● Maintain and monitor network equipment (switches, routers, Wi-Fi APs) across Egyptoffices● Administer internal servers, shared drives, and collaboration tools● Support VPN and remote access solutions for staff connecting across Egypt and KSA● Coordinate with internet and cloud service providers for connectivity and uptime issues● Maintain an accurate asset inventory of all hardware and software licenses● Assist in deploying and configuring business applications for internal usersCybersecurity — Endpoint & Access● Enforce endpoint security policies: antivirus, patch management, and device compliance● Manage user access privileges following the principle of least privilege; conduct periodicaccess reviews● Monitor for and respond to basic security alerts (malware, unauthorized accessattempts, policy violations)● Enforce MFA enrollment across internal accounts and systems● Document security incidents and escalate according to defined policy