Position:
IT Associate
Location:
Cairo- Egypt
Position Purpose
The IT Support Associate is responsible for providing responsive Level 1 and Level 2 technical support to end users, ensuring reliable day-to-day operation of workplace technology across hardware, software, and Microsoft 365 services. The role acts as a primary point of contact for IT incidents and service requests, troubleshooting issues, restoring service quickly, and escalating appropriately to meet agreed service levels.
In addition, the role supports core IT operations by administering user access and collaboration tools, assisting with network and telephony support, maintaining IT asset inventory and documentation, coordinating with vendors and service providers, and following security standards to protect systems and data. The role holder contributes to continuous improvement by identifying recurring issues, proposing process enhancements, and helping implement updates that improve stability, security, and user experience.
Duties and Responsibilities
End-User Support & Microsoft 365 Administration:
- Provide Level 1 and Level 2 technical support to users (onsite and remote).
- Install, configure, and troubleshoot laptops, printers, and peripherals.
- Support operating systems and common business applications.
- Handle user account creation, password resets, and access permissions.
- Manage and support Microsoft 365 (Office 365) environment.
- Manage users, shared mailboxes, distribution groups.
- Troubleshoot Outlook, Teams, OneDrive, and SharePoint issues.
- Monitor license usage and ensure compliance.
Network Support & Telephony Systems:
- Monitor and maintain office LAN/WAN infrastructure.
- Configure and troubleshoot switches, wireless access points and other network devices
- Basic firewall configuration and monitoring.
- Ensure proper network security practices are followed.
- Coordinate with ISP & Telecom vendors when required.
- Support and maintain IP PBX systems.
- Configure extensions, IVR, call routing, call monitoring
- Troubleshoot VoIP and IP phone connectivity issues.
IT Infrastructure & Security:
- Monitor backups and ensure successful completion.
- Assist in patch management and system updates.
- Maintain IT asset inventory and documentation.
- Follow IT policies and security standards.
- Coordinate with hardware/software vendors for support and warranty.
- Assist in procurement of IT equipment when required
Mandatory Requirements
- Attending and completing Pharmacovigilance, Pharma and Product Training provided by the Client with a clear understanding of how to collect and report safety data. (as required)
- Reporting any adverse events/product complaints as per client’s requirements and/or Axios SOPPs.
Relationships
Develop good relations across all levels in Axios, as well as clients and key stakeholders. Interpersonal skills are critical to this position.
- Maintain on-going and frequent communication with Project Team Leaders including Axios regional and global staff.
- Global need for excellent communication skills.
Competencies
- Concern for order, structure, and quality – We provide quality over quantity, with a focus on attention to detail and high data accuracy.
- Adaptability and flexibility – We do what needs to be done.
- Continuous improvement – We do not know everything, and we strive to improve and grow every day.
- Communication and Teamwork – We say what we will do, and we do what we said we would do. Together.
- Solution-driven – We come with solutions to our problems.
Educational Background and Experience
Required
- Bachelor’s Degree level education in IT or Digital or,
- 3-5 years professional experience in IT or Digital service capacity, ideally in a digital Service Desk dedicated to tailored digital platforms.
- Proven experience in handling a high volume of requests, demonstrating capacity to manage and categorize traffic.
- Native level command of both spoken and written English.
- Strong competency in Microsoft Office and Microsoft 365 administration, with working knowledge of Azure / Entra ID administration tools.
Preferred
- Master’s Degree level education.
Job Circumstances
The position is based in our Cairo office.
Flexibility in ability to travel as well as working hours is essential.
