Who We Are:

Maa-Althahab is a Subsidiary brand from MAISON DE MAA Group, a leading and most famous fragrance brand in the Middle East and Africa. Founded in 2006, the company pursued innovative thinking in making unique global perfumes which match the lifestyles and personalities of all clients.

Primary Function:

We seek a motivated and experienced Helpdesk Technician to join our growing team. The ideal candidate will have a strong understanding of IT support and be able to provide exceptional technical assistance to our employees across Egypt and Morocco.

Key Performance Areas:

 Provide first-level technical support:

• Respond promptly to incoming support requests via phone, email, and ticketing system.
• Troubleshoot and resolve hardware and software issues, including desktop computers, laptops, printers, and peripherals.
• Assist users with application issues and provide guidance on software usage.                                                                                       

Manage IT assets:

• Utilize IT asset management software to track and inventory company devices and equipment.
• Coordinate device deployment, maintenance, and disposal. 

Remote support:

• Provide remote technical assistance to users located in Egypt and Morocco.
• Utilize remote access tools to diagnose and resolve issues.
• Configuring SOHO routers, DVRs, NVRs, and Access Points.                                                                                                                           

User training:

• Conduct training sessions on new software or hardware as needed.
• Create and maintain user documentation and knowledge base guides.                                                                                                         

Maintain IT infrastructure:

• Assist with network and server administration tasks as required.
• Ensure security and compliance with IT policies and procedures.                                                                                                       

Documentation:

• Create and update daily and weekly technical documentation reports by coordinating with the 2nd level of technical support supervisorsCore

Competency Framework:

Knowledge

• Strong understanding of Windows operating systems, Mac OS, and common applications.
• Proficiency in troubleshooting hardware and software issues.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Familiarity with remote support tools (e.g., Anydesk, TeamViewer, Remote Desktop).
• Good knowledge of Networking essentials

Experience

• 2+ years of experience in helpdesk or technical support.
• Experience with Google G-Suite Apps is preferred.
• Experience with IT asset management software (e.g., SnipeIT, Lansweeper). 
• A+ Certification is preferred.
• Good in Arabic and English (written and spoken), excellent communication and presentation skills.

Attitude

• Opportunity to work in a dynamic and growing company.
• Remote work flexibility.
• Detail-oriented that help in closely monitor the business functions and prioritize for success. 
• A self-starter who takes initiative, you have an interest in improving processes and scaling activity. You're energized by helping to solve problems and breaking down barriers.