Job title: IT Support Administrator (Tier 2)

Reporting to: IT Infrastructure and Support Manager

Location: Cairo, Egypt

Type of employment: Hybrid, Full Time

Experience: 2+ years of experience

Who We Are

Global Lingo is a fast-growing global top 100 professional Language Service Provider, with a global footprint featuring offices spanning the UK (Global HQ), Romania, Singapore, Egypt, Guatemala, and the USA. We are committed to being a caring, open, and inclusive company – ambitious and striving to be a market leader whilst continuing to maintain a strong family culture. We are agile and have a can-do attitude, which puts service and quality at the absolute forefront. At Global Lingo we are passionate individuals who love what we do. We believe in continuous learning, personal and professional development and always strive to deliver excellent customer service.

The Role

We seek a solutions-orientated IT Support Administrator (Tier 2) who is capable and passionate to support various stakeholders across our business with their IT support issues. The main role of the Tier 2 IT Support Administrator is to provide timely resolution on support tickets received in our helpdesk platform, act as an escalation point for complex technical issues, and ensure a proper record and management of our global software and hardware resources.

This is not an entry-level role. This position is ideal for an experienced IT Support Administrator who is confident working independently, managing escalations, and supporting Windows configuration, troubleshooting, and networking, while assisting with Microsoft 365 administration and other internal platforms.

We are a 100% cloud-based business therefore we do not require server management experience, but strong experience supporting Windows endpoints, Microsoft 365, networking troubleshooting, and security-focused IT support is required.

If you are a results-driven individual with a high focus on service delivery and a passion for technology and troubleshooting, Global Lingo is the right fit for you.

Education and Experience

Global Lingo does not require any specific educational background for this role. However, the right person should have at least 2+ years of IT helpdesk, IT support, or systems administration experience (or in a similar role).

What we are looking for

We are looking for a passionate and energetic individual who is capable to support various stakeholders across the business with their IT support issues. Someone who is responsible, dedicated, and passionate about technology and is willing and capable to provide top quality support to our stakeholders

As a Tier 2 IT Support Administrator, you should be able to provide timely resolution on all IT support tickets and queries together with our IT Team based in Europe, and also take ownership of escalated technical issues involving:

Windows configuration and troubleshooting

Network troubleshooting

Microsoft 365 administration support

You will be able to effectively manage your own time to ensure global support is provided.

Fluent English (spoken and written) is required.

Key Responsibilities

Efficient handling of internal support tickets and maintaining SLA, KPIs and stakeholder satisfaction

Timely resolution of software-related issues across Microsoft 365 suite, Plunet Business Management System, Phrase Translation Management System, ESET Endpoint Manager, Adobe, TeamViewer

Support with resolving potential network issues affecting our global offices by liaising with the relevant providers

Running regular checks on systems and data security to ensure system performance and SLA's are met

Completion of any other department-specific tasks, as requested and instructed

Manage and troubleshoot Windows 11 enterprise configurations, OS-level errors, system performance issues, and endpoint stability problems

Troubleshoot network-related issues including connectivity, DNS, DHCP, VPN, Wi-Fi and access-related problems, and liaise with relevant providers when required

Assist with Microsoft 365 administration tasks including user provisioning, licensing, mailbox troubleshooting, Teams support, SharePoint/OneDrive troubleshooting, and access control support

Running regular checks on systems and data security to ensure system performance and SLA's are met

Resolution of all tech (both hardware and software) support tickets within agreed SLA

Asset and lifecycle management - updating and maintaining accurate register of global hardware and software resources and procuring and disposing hardware

Create and maintain technical documentation, troubleshooting guides, maintain trackers and logs and contribute to continuous improvement of IT support processes

Offer flexible working hours to support coverage in both EMEA and Americas when required.

Competency Requirements

Be a team player and work together with everyone

Willing to be flexible and have an adaptable nature

Be friendly and have a positive work attitude

Naturally curious to improve processes and systems

Positive results focused

Able to manage stakeholders at various levels. Strong communication skills with global stakeholders

Always striving to add value and be passionate about what you do

Strong troubleshooting and analytical skills (able to resolve issues independently)

Comfortable working with escalation ownership and time-sensitive incidents

Strong documentation habits (technical guides, troubleshooting notes, recurring issue tracking)