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IT Support Team Lead

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Job Level:  Professional
Location: 

Cairo, EG

Area of Expertise:  IT & Tech Engineering
Unit:  Allianz Partners
Employing Entity:  Nextcare Egypt
Job Type:  Full-Time
Remote Job:  Hybrid working
Employment Type:  Permanent
ID:  107884
Position Cluster:  Non-Executive

This role is to support and maintain NEXtCARE‘s systems and infrastructure while ensuring a proper service delivery , resiliency, and continuity of the IT services hosted on premise and on the cloud.    

 

What you do 

In this role, you will: 

  • Be responsible for overseeing daily support operations, managing user tickets and service requests across all available channels, including ticketing systems, phone calls, and emails, and ensuring timely resolution in line with SLA targets.

  • Lead and manage the IT Support team (3 people), assigning tasks, monitoring performance, and ensuring service quality.

  • Manage incidents and service requests from users across all support channels.

  • Coordinate ticket escalations and redirect tickets to the relevant technical teams, following up from ticket creation until final resolution.

  • Monitor ticket progress, response times, and SLA compliance to ensure timely resolution.

  • Ensure clear communication with users regarding ticket status, expected resolution times, and responsible teams.

  • Identify recurring issues, improve support processes, and maintain high levels of user satisfaction.

 

What you bring 

 

  • Education: University degree in computer science or other relevant discipline  

  • Experience:  4+ years of experience in end-user IT support and 3+ years in leading and managing support teams 

  • Certifications: Cloud, Operating system management, virtualization, Network and system administration 

  • Strong IT background and hands-on experience in:  

    • Software: Microsoft Products (Servers management, Applications) Operating Systems: Microsoft Windows server (2012R2, 2016, 2019), Linux, CentOS  

    • Network: Cisco (routing, switching, security)  

    • Storage: HP, EMC  

    • Virtualization: MS Hyper V, VM Ware  

    • Cloud: MS Azure, AWS, Oracle Cloud 

  • You work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use. 

 

 

107884 | IT & Tech Engineering | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 

 

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

 

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. 

 

Join us. Let's care for tomorrow.

Apply now »