Sutherland: Senior IT help desk — Cairo, Cairo Governorate, Egypt

About Sutherland

Sutherland works in business and digital transformation, combining technology services with business-process expertise. Its employer descriptions identify artificial intelligence, automation, cloud engineering and advanced analytics as areas of activity. The company uses products, platforms and service delivery to improve business operations and customer experiences. Its stated approach brings human expertise together with AI, adapting technology and process changes to the needs of the organisation receiving the service rather than providing only a standalone software product.

The position and its setting

Sutherland lists Senior IT help desk in Cairo, Cairo Governorate, Egypt, under reference REF40443C. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Employment type: Full-time
• Employer listing date: 22 October 2026
• Brands: Sutherland

Responsibilities and work described

• We're looking for a Senior IT Help Desk professional to join our organization in Cairo, Egypt
• In this role, you will serve as a technical expert and trusted advisor to our end-users, providing comprehensive IT support and solutions
• As a Senior IT Help Desk specialist, you will be responsible for resolving complex technical issues, mentoring junior support staff, and ensuring customer service while maintaining a detail-oriented and organized approach to all tasks
• Delivery: first and second-level technical support to end-users via phone, email, and remote access tools, resolving hardware, software, and connectivity issues efficiently
• Diagnose and troubleshoot complex IT problems using analytical skills and systematic approaches to identify root causes
• Install, configure, and maintain computer hardware, software applications, and peripheral devices
• Management: user accounts, permissions, and access controls using Active Directory and related systems
• Document all support tickets accurately and completely, maintaining organized records for tracking and follow-up
• Respond to support requests in a timely manner, prioritizing issues based on business impact and urgency
• Delivery: mentoring and guidance to junior help desk staff, sharing knowledge and best practices
• Execution: preventive maintenance and system updates to minimize downtime and optimize performance
• Collaboration: with other IT departments to escalate and resolve complex technical issues
• Maintenance: a customer-focused approach by communicating technical information in clear, understandable terms
• Stay current with IT industry trends, tools, and technologies through continuous learning

Essential requirements and candidate background

• Main Requirements – IT Help Desk Specialist - GTI
• * kindly note that CVs are rejected automatically if it doesn't match the requirements and it doesn't reach the HR team*
• *shifts are rotational*
• 1- Bachelor's degree in Computer Science, Computer Engineering, Electronics and Communications Engineering, or an equivalent field
• 2- 3+ years of hands-on experience in Windows environments and Cisco networking
• 3- knowledge of Windows troubleshooting, Active Directory, LAN, TCP/IP, switching, and routing
• 4- Experience with hardware/software troubleshooting, user access management, and IT support
• 5- Knowledge of virtualization, SCCM, VoIP/IP, and antivirus solutions
• 6- Understanding of incident management, SLA compliance, and escalation procedures
• 7- Flexibility to work rotational shifts, participate in on-call support, and work across different sites when required
• 8- MCSE, MCITP, or CCNA knowledge is a must

Location, schedule and contract conditions

For this overseas or regional listing, confirm work authorisation and any location restrictions with the employer. The location does not establish visa sponsorship or permission to work remotely from India.

• Work arrangement: On-site
• Advertised location: Cairo, Cairo Governorate, Egypt

Employer details to confirm

• The employer’s seniority category and its stated experience requirements do not agree. Follow the role-specific requirements above rather than assuming this is a fresher opening.

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Senior IT help desk vacancy is not an offer for reference REF40443C; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Sutherland

Applications follow the official employer page linked below.

Open the official Sutherland posting below and match the title and reference REF40443C.

Compare your qualifications and experience with the essential conditions for the Cairo, Cairo Governorate, Egypt position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: maintenance

A maintenance example should identify the asset, the fault or preventive task and the action you performed. Explain the checks, records and handover involved in returning equipment or a service to use.

Relevant skills

• maintenance
• customer support
• root-cause analysis
• problem resolution
• compliance
• communication
• incident response