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.
* Identifies and takes personal ownership of testing and
implementing improved and new processes and technology
solutions that drive business productivity.
* Supports the annual budget and related monitoring processes by
providing information on office IT equipment inventory
replacement and repair costs.
* 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 shares this with team 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.
* Drives awareness and compliance to company Information
Security and Acceptable IT Use policies and procedures, including
ensuring all new joiners and contractors/partners receive
necessary information before using company resources.
* Administrates business software installations and general
computing end-point maintenance and security patching using
company MDM solutions.
Desired Qualifications:
* Overall 5+ years of relevant IT work experience, with at least 3
years providing advanced 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
* Excellent Arabic and English verbal and written skills.
* Advanced troubleshooting and problem-solving skills.
* Strong customer service approach
* Able to effectively handle and prioritize multiple workloads and
user requests.
* Strong interpersonal, communication and negotiation skills.
* Self-driven and able to take ownership of resolving challenges.
* Good understanding of ITSM best practices, including incident,
request, problem and change management processes.
* Experienced with 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 Polycom video conferencing systems.
* Capable of troubleshooting wireless access points and common networking issues.
* Able to support and train more junior members of the IT
Operations team.
* Able to travel if required to other office locations.
Property Finder Principles
* Move fast and make things happen
* Data beats opinions
* Don't confuse motion with progress
* Failure is success if we learn from it
* People over pixels
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