Sr Analyst
Egypt
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Job Description
Sr Analyst
Cairo, Cairo

Job Summary

Role Summary Seeking a hands-on FSO Engineer responsible for delivering end-user and workplace technology support. The role will focus on incident/request resolution, device and peripheral support, infrastructure coordination, operational compliance, and ensuring a good end-user experience.

Key Responsibilities

Key Responsibilities Provide L2 deskside/field support for laptops, desktops, peripherals, and workplace IT services. Troubleshoot hardware, operating system, application, connectivity, and user-access issues. Support installation, configuration, replacement, and troubleshooting of end-user devices. Handle incidents, service requests, IMAC activities, and operational tasks within agreed SLAs. Support onboarding/offboarding activities, including device provisioning, installation, recovery, and asset updates. Coordinate with Service Desk, Network, Security, IAM, SCCM/Intune, workplace, and other resolver teams. Support identification and resolution of recurring issues and contribute to root-cause analysis. Assist with OS/application deployment, patching, upgrades, and remediation activities. Maintain accurate asset/inventory records and support hardware lifecycle activities. Ensure adherence to security, audit, compliance, and organizational processes. Maintain SOPs, knowledge articles, operational documentation, and service records. Support VIP/business-critical user issues and priority incidents as required. Identify opportunities for process improvement and reduction of repetitive incidents. Participate in shift/on-call support based on business requirements.

Skill Requirements

Mandatory Skills Strong knowledge of Windows desktop/laptop support Hardware and peripheral troubleshooting Windows OS and Microsoft 365 application troubleshooting End-user connectivity and basic network troubleshooting Active Directory and user-access fundamentals Device provisioning and asset lifecycle management Incident, Request and Change Management ITIL/ITSM understanding ServiceNow or equivalent ITSM tool Strong troubleshooting, communication, and customer-handling skills

Other Requirements

Microsoft Intune / SCCM / endpoint-management exposure Active Directory and Entra ID knowledge BitLocker and endpoint-security knowledge Mobile-device support Remote support tools PowerShell/basic automation knowledge Experience supporting enterprise or global customer environments
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion.