Property Finder is the leading digital real estate platform in the Middle East and North Africa region. A UAE-born startup, Property Finder expanded its operations to Qatar, Bahrain, Saudi Arabia, and Egypt over the years. Recently, it acquired a significant stake in Zingat in Turkey. The company is one of the largest technology start-ups in the region and on a journey to becoming a Unicorn. We are aspiring to create a lighthouse technology company which will have a lasting impact in the entire tech ecosystem in our geography.

Position Summary

• Delivers end-to-end support to IT users on enterprise software, systems and hardware related issues, in accordance with business needs and agreed IT service levels.

• Collaborates closely with IT end-users, the IT Operations team and technology suppliers to ensure all requests and incidents are analysed, prioritised and resolved in a timely and efficient manner.

• Acts as a proactive business partner to company IT users to make recommendations and drive productivity through the intelligent use of technology.

Key Responsibilities

• Provides responsive and efficient IT technical support and advice to end-users in Egypt and international locations as needed.

• Communicates and collaborates closely when supporting end-users, either in-person, via IT Servicedesk system, email or phone

• Manages and maintains user IT equipment, including company provided software, systems and computing devices.

• Ensures IT asset management processes are effectively used to maintain IT inventory, including assignment of equipment and software licenses.

• Ensures all user-related IT support information and tickets are accurately entered and maintained in our IT Servicedesk system, to ensure quality data collection on incidents, requests, changes, assets and related SLA performance.

• Takes personal ownership of testing and supporting the implementation of new solutions that drive business productivity.

• Follows all company processes for the purchasing of IT hardware, software and services, including collaborating with the Procurement team to obtain the best possible prices and terms.

• Supports the appropriate reuse and eventual disposal of IT assets according to agreed equipment life cycles.

• Coordinates closely with IT suppliers when needed to escalate technical support issues, or for assessing new solutions and related implementations.

• Builds strong rapport and trust with IT system users by providing excellent customer support levels and technical expertise.

• Acts as an internal customer service agent to collect feedback on the quality of IT Operations services and equipment, and escalates this for continuous improvement purposes.

• Ensures office IT business resources including printers, meeting room VC equipment, wifi and access control systems are working optimally

• Coordinates closely with the HR team for new staff onboarding involving IT equipment and system access provisioning.

• Supports user awareness and compliance to company Information Security and Acceptable IT Use policies and procedures, including training new joiners and contractors/partners before they use company resources.

• Supports business software installations and general computing end-point maintenance and security patching using company MDM solutions.

The Person

Desired Qualifications & minimum experience

• Overall 3+ years of relevant IT work experience, with at least 2 years providing IT user support services.

• University qualification or equivalent in Information Technology, Computer Science or a related discipline.

• Professional IT certifications are preferred (eg. CCNA, ITIL, GSuite, MCSA, MacOS, Jamf, FortiNet).

Other Capabilities

• Good troubleshooting and problem-solving skills.

• Strong customer service approach.

• Able to effectively handle and prioritize multiple workloads and user requests.

• Good interpersonal, communication and negotiation skills.

• Self-driven and able to take ownership of resolving challenges.

• Familiar with ITSM best practices, including incident, request, problem and change management processes.

• Knowledge of managing both Apple iOS and Windows computing devices, ideally including related MDM solutions Jamf and Desktop Central.

• Familiarity with Google Workspace, Zoom, Fortigate, Crowdstrike and video conferencing systems.

• Capable of troubleshooting wireless access points and common networking issues.

• Good Arabic and English verbal and written skills.

• Able to travel both locally and internationally if required to other office locations.

Property Finder Principles

• Move fast and make things happen

• Data beats opinions

• Don\xe2\x80\x99t confuse motion with progress

• Failure is success if we learn from it

• People over pixels

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