IT Support Specialist

Job Description:

IT Support Specialist

Egypt, Cairo

Fixed Term, 6 months initially then renewed every 12 months

Full time/ 40 hours Per Week / 24x7 support model

May be required to be part of a support callout rota

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.

At Bupa, we’re passionate about technology. With colleagues, customers, patients and residents in mind you’ll have the opportunity to work on innovative projects and make a real impact on their lives.

Right from the start you’ll become part of our digital strategy, joining us on our journey and developing yourself along the way.

Role Overview

As an IT Support Specialist at Bupa, your role is to provide expert technical analysis & fault resolution to Deskside, Software and Tech-Bar (where applicable) related problems and requests. You’ll assist IT Colleagues in the resolution of infrastructure and software related support issues and provide an engaging and professional customer centric service that can be trusted and relied upon.

What you’ll do:

• You will need to be able to resolve customer IT support queries on a wide range of technologies.
• Provide second line fault resolution against SLA for hardware related technology
• Be part of the Tech-Bar rota which is our walk-up IT Service
• You will take ownership of Bupa incidents, providing a face-to-face first-time fault resolution where possible and advice and guidance on Bupa IT policies and process.
• Ensure that all interactions are logged in ServiceNow, updated, and progressed to resolution where possible
• Where a first-time fix is not available, ensure the customer is informed on progress as defined in the SLA and service design.
• You will work towards ensuring a positive customer IT experience for all our customers and attain high NPS scores in customer satisfaction.

What you’ll bring:

• Logical approach with an aptitude for problem solving.
• Exceptional Customer Focus.
• Strong Communication skills, both written and face to face.

Technical knowledge and experience supporting and/or using Microsoft desktop products including but not limited to.

• Windows 10 and Apple Mac OS.
• Office 365 and associated products and services such as Teams, Yammer, Intune, SharePoint, Multi Factor Authentication etc.
• Security products – Bitlocker, Network Access Control, Cyberark, McAfee
• IOS, Android for Work, Android Mobile.
• SCCM, Active Directory, Azure AD.
• Understanding of infrastructure components (e.g., Network, Azure, Citrix, Genesys PureCloud – as applicable)
• Strong hardware diagnostic skills (Dell training provided)

To find out more please apply!

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