IT Support - Remote

Location: Cairo, Egypt; Rabat, Morocco As an IT Support professional - Remote at Müller's Solutions, you will be the first point of contact for our customers and employees needing technical assistance. In this role, you will diagnose, troubleshoot, and resolve wide-ranging technical issues related to hardware, software, and networks. You will ensure that users have the resources and support necessary for maximum productivity while working from home or remotely. Key Responsibilities: Provide technical support and assistance via phone, email, and remote desktop tools to users experiencing IT issues. Diagnose and troubleshoot hardware and software problems, including desktops, laptops, and peripherals. Install and configure software applications, operating systems, and updates as needed. Document support requests diligently and maintain accurate records of technical issues and solutions. Assist in the setup and configuration of remote workstations and ensure that all necessary IT resources are available to users. Manage and escalate complex issues to appropriate teams when necessary to ensure timely resolution. Educate users on IT best practices and provide training for new software and tools. Stay up-to-date with the latest technology and support tools to enhance the efficiency and quality of support services. Requirements Requirements: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience. 1-3 years of experience in a technical support or helpdesk role. Strong knowledge of operating systems (Windows, macOS) and common software applications. Familiarity with hardware components and troubleshooting methods for computers and peripherals. Excellent problem-solving skills and the ability to explain technical issues clearly to users. Strong verbal and written communication skills, with a focus on customer service. Experience with remote support tools and ticketing systems. Relevant IT certifications (A+, CompTIA, etc.) are a plus. Preferred Qualifications: Experience working in a remote support environment. Knowledge of networking concepts and principles. Ability to work independently and manage multiple tasks effectively. Familiarity with IT service management frameworks (ITIL) is advantageous. Willingness to continuously learn new technologies and adapt to changing environments. Benefits Why Join Us: Opportunity to work with a talented and passionate team. Competitive salary and benefits package. Exciting projects and innovative work environment.