Analyst, IT Service Operations (Office 365)

Location: Cairo, Egypt

Company

hirify.global provides identity and access management solutions, including authentication, access management, lifecycle management, and identity governance for organizations worldwide.

What you will do

• Provide end-user support for Office 365 applications, including Outlook, Teams, and OneDrive.
• Troubleshoot Windows laptops, MacBooks, related hardware, software, and configuration issues.
• Install systems and software and document technical solutions and procedures.
• Record, monitor, and manage customer inquiries and incidents in the ticketing system.
• Collaborate with support teams, escalate issues, and proactively address recurring incidents.
• Meet service-level agreements and customer satisfaction targets while keeping current with technology developments.

Requirements

• At least 1 year of related experience and a bachelor’s degree.
• Experience supporting Office 365, Windows 10 and 11 desktops, end-user issues, and support tickets.
• Experience with ITSM tools such as Freshservice, ServiceNow, or Jira.
• Basic knowledge of Azure AD, networking, Windows administration, and remote troubleshooting.
• Strong customer service, communication, problem-solving, and organizational skills.
• ITIL certification is required; technical certifications are a plus.

Nice to have

• Technical certifications.
• Basic knowledge of AI.

Culture & Benefits

• Work in a fast-paced environment focused on identity and access security.
• Collaborate with distributed support teams and work independently when required.
• Equal employment opportunity and a workplace free from discrimination and harassment.