470 Support Manager jobs in Egypt

Company Description

At
OrchidaTax
, we recognize that our greatest asset is our people. Our dedicated team of professionals drives innovation in tax technology and compliance automation, helping us stay ahead in the industry. As a leading global provider of tax software solutions, particularly in electronic invoicing, we serve over 5,000 branches and have partnered with over 350 clients, including 150 multinational companies. We process over 75,000,000 e-invoices per month, continuously enhancing our offerings to embrace the latest trends and technologies. Our foundation in Saudi Arabia and Egypt serves as a springboard for our vision to become the foremost provider of electronic invoicing solutions in the Middle East.

Summary:

The
Technical Support Manager
leads the
technical support and implementation teams
to ensure clients receive timely, high-quality service and solutions. The role involves managing technical issue resolution, coordinating implementation processes, and maintaining customer satisfaction through structured service delivery.

Key Responsibilities:

·   Manage, coach, and develop the technical support and implementation teams.

·   Ensure all support and service requests are handled within SLAs.

·   Oversee system implementations, testing, and client acceptance processes.

·   Develop and maintain support documentation, SOPs, and knowledge databases.

·   Conduct root cause analyses and implement corrective actions to prevent recurrence.

·   Maintain high levels of customer satisfaction and act as an escalation point for complex issues.

·   Collaborate with product and development teams to resolve technical issues and improve product stability.

·   Monitor team KPIs and performance metrics to ensure continuous improvement.

·   Plan team capacity and resource allocation to meet service demands.

Qualifications:

·   Bachelor's degree in Computer Science or a related field (ITI graduates preferred).

· years of experience in technical support or software implementation.

·   At least 2 years in a managerial or supervisory role.

·   Strong technical knowledge of software systems and support processes.

·   Excellent leadership, communication, and customer-handling skills.

·   Ability to work under pressure and manage multiple priorities.

SWATX is seeking a motivated and skilled Help Desk Technician to join our Network Operations Center (NOC) team at the L1 level. As a crucial part of our IT support structure, you will be the first point of contact for technical support and issue resolution, ensuring smooth and reliable operations of our network and systems. This position is ideal for someone who is detail-oriented, customer-focused, and eager to learn in a fast-paced environment.

• Technical Support: Provide first-level support for network, server, and system-related issues. Troubleshoot and resolve technical incidents, escalating when necessary.
• Monitoring & Alerting: Continuously monitor network, server, and infrastructure performance to identify potential issues, and respond to alerts in a timely manner.
• Issue Escalation: Work closely with L2 and L3 teams, escalating complex issues as required, while maintaining ownership until resolution.
• Ticketing System: Utilize a ticketing system to log, track, and manage incidents, ensuring timely updates and resolutions.
• Customer Service: Provide friendly and professional support to clients, addressing their needs and ensuring a positive experience.
• Documentation: Create and maintain detailed documentation of procedures, configurations, and troubleshooting steps.

• Experience: 1-2 years of experience in IT Support, Help Desk, or NOC environments (entry-level candidates with relevant certifications may be considered).
• Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
• Technical Skills:
• • Understanding of networking fundamentals (e.g., IP addressing, DNS, TCP/IP).
• Basic knowledge of operating systems (Windows, Linux) and standard troubleshooting procedures.

Job Responsibilities:

1.Provide day-to-day support for banking applications (core & non-core).

2.Troubleshoot, resolve incidents, and ensure system availability.

3.Configure and implement banking products, services, and processes.

4.Support application enhancements, upgrades, and patches.

5.Collaborate with business and vendors on new requirements and integrations.

6.Ensure compliance with IT security and audit standards.

7.Maintain documentation and provide knowledge transfer to junior staff.

Qualifications & Experience:

1.Bachelor's degree in computer science, Information Technology, or a related discipline.

2.From 3–5 years of relevant experience in banking application support and implementation.

3.Strong knowledge of banking systems and ability to configure products and services.

4.Proficiency in SQL/Oracle databases and exposure to middleware/API integrations.

5.Understanding of ITIL frameworks (incident, change, problem management).

6.Knowledge of banking compliance, audit, and regulatory requirements.

7.Strong analytical, communication, and vendor management skills.

Role Description

A full-time on-site role for an Applications Support Manager for a reputable company in the financial sector located in Smart Village - October, Egypt.

He will be responsible for leading a team of engineers by providing technical support, managing deployments through UAT, PreProd and Production environments, closing tickets, integrations, vulnerability management to ensure a smooth operation of applications services.

Qualifications

• +10 years of Experience in Applications support field.

• ITIL, PMP and DevOps are a plus.

• Oracle SQL, PL/SQL, Redhat OpenShift, DynaTrace, IIS, NginX, Apache, Automation are a plus.

• Bachelor's degree in Computer Science, Information Technology, or a related field is a must.

1.   Job Purpose

Manage and optimize booking fulfilment and confirmation operations to ensure accurate, timely delivery of hospitality services for B2B clients. Lead the fulfilment team to meet SLA commitments, minimize errors, and deliver a consistent, high-quality post-sale experience that supports commercial objectives.

2.   Primary Duties and Responsibilities

Fulfilment & Confirmation Operations

• Oversee end-to-end confirmation workflows for hotel, transfer, and ancillary bookings; ensure accuracy of reservations, vouchers, and supplier confirmations.
• Verify booking data, manage inventory holds and releases, and resolve confirmation discrepancies before client-facing deadlines.
• Maintain operational documentation and SOPs for all fulfilment processes.
• Ensure consistent customer satisfaction and take prompt corrective action in case if any deviation.

Team Management and Development

• Supervise a team, recruit, coach, set objectives, and conduct performance reviews.
• Establish quality standards, provide ongoing training, and promote a culture of accountability and continuous improvement.

Issue Resolution & Escalation Management

• Own day-to-day escalations from Sales, Account Management, and clients related to confirmations, amendments, and cancellations.
• Lead root-cause analysis for recurring issues and implement corrective/preventive actions.

Supplier & Partner Coordination

• Maintain strong operational relationships with hotels, transfer providers, and third-party platforms; manage contract fulfilment requirements and SLAs.
• Coordinate exceptions, manual confirmations, and special requests with suppliers.

Process Improvement & Tools

• Identify opportunities to automate confirmation flows, reduce manual touchpoints, and improve data quality.
• Work with Product/Tech teams to prioritize fulfilment enhancements and ensure tool effectiveness.

Reporting & Compliance

• Monitor fulfilment KPIs (confirmation rate, error rate, on-time confirmation) and deliver regular reports to Operations leadership.
• Ensure compliance with company policies and contractual obligations.

3.   Required Qualifications

• Bachelor's degree in Hospitality Management, Travel & Tourism, Business Administration, or related field.
• 6+ years of experience in hospitality fulfilment, confirmations, or reservation operations within B2B travel or OTA environments.
• Proven experience managing SLA-driven teams and handling high-volume booking workflows.
• Strong familiarity with booking platforms, CRS/GDS integrations, and common supplier confirmation processes.
• Excellent written and spoken English; local language proficiency preferred.

4.   Preferred Qualifications

• Experience with hotel contracting, voucher management, or group bookings.
• Exposure to CRM and ticketing systems used for post-sales operations.
• Certification or training in process improvement (Lean, Six Sigma) is a plus.

5.   Core Competencies

• Operational accuracy and attention to detail.
• Leadership and team coaching.
• Customer-focused problem solving and escalation handling.
• Strong communication and stakeholder management.
• Data literacy for KPI monitoring and reporting.
• Technical aptitude with booking systems and automation tools.

6.   Working Conditions

• Office-based with hybrid flexibility depending on business needs.
• Regular business hours with occasional requirements for extended hours to manage incidents or project deadlines.

Sumerge's Support team sets new standards of customer experience. Through immense support and instant problem solving, our support engineers fulfill our customers' desires by exploring new technology areas, products, and multi-technology solutions.

The Support team takes our deep technical expertise and tailor proficient solutions according to the clients' needs and goals allowing them to grow and solve their biggest business challenges by getting the most out of our offerings.

Ultimately, you will be a person our clients trust. They will rely on you to provide timely and accurate solutions to their technical problems.

• Manage and oversee the daily operations by assigning/scheduling work to department members based on competencies.
• Manage monitoring solution of all the involved layers.
• Manage client expectations by committing to SLAs, performing quality reviews, and maintaining performance metrics.
• Create and update a periodic proactive maintenance plan for all the involved layers including data, logic, and performance maintenance.
• Work with the technical sales team to provide proper sizing for the incoming support projects considering the requested scope.
• Follow up on the financial status of the owned projects.
• Identify, clearly communicate, and plan how to meet department(tactical)/team goals and define and communicate team members' roles.
• Identify training and development needs and coaches team members on achieving goals.
• Recruit and select high performers, develop talent, and recognize performance.

Requirements

• Bachelor's degree of Computer Science or Engineering or a related field

• 9+ years of relevant experience

• 3+ years of people management experience

Sumerge's Support team sets new standards of customer experience. Through immense support and instant problem solving, our support engineers fulfill our customers' desires by exploring new technology areas, products, and multi-technology solutions.

The Support team takes our deep technical expertise and tailor proficient solutions according to the clients' needs and goals allowing them to grow and solve their biggest business challenges by getting the most out of our offerings.

Ultimately, you will be a person our clients trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

• Manage and oversee the daily operations by assigning/scheduling work to department members based on competencies.
• Manage monitoring solution of all the involved layers.
• Manage client expectations by committing to SLAs, performing quality reviews, and maintaining performance metrics
• Create and update a periodic proactive maintenance plan for all the involved layers including data, logic, and performance maintenance.
• Work with the technical sales team to provide proper sizing for the incoming support projects considering the requested scope.
• Follow up on the financial status of the owned projects.
• Identify, clearly communicate, and plan how to meet department(tactical)/team goals and define and communicate team members' roles.
• Identify training and development needs and coaches team members on achieving goals.
• Recruit and select high performers, develop talent, and recognize performance.

Requirements

• Bachelor's degree of Computer Science or Engineering or a related field

• 9+ years of relevant experience

• 3+ years of people management experience

Role Description

This is a full-time hybrid role for a Technical Support Help Desk position located in Giza, with the flexibility for some work from home. The Technical Support Help Desk professional will be responsible for providing technical support to clients, troubleshooting issues, ensuring customer satisfaction, and conducting analytical assessments to resolve complex problems. Daily tasks include answering support queries, diagnosing technical issues, and guiding customers through step-by-step solutions.

Qualifications

• Technical Support and Troubleshooting skills
• Customer Support and Customer Satisfaction skills
• Strong Analytical Skills
• Excellent communication and interpersonal skills
• Ability to work in a hybrid environment
• Experience with IT software and systems is a plus
• Bachelor's degree in Computer Science, Information Technology, or related field

Responsibilities:-

• 4-5+ Years experience in technical support
• Candidate must know ITIL - ITSM framework process and experience
• Provide helpdesk support and resolve problems to the end user's satisfaction
• Monitor Service Desk for tickets assigned to the queue, process first in first out based on priority, monitor, respond quickly and effectively. Via "Phone, Email and Chat"
• Report issues to the Service Desk for escalation.
• Follow the internal standard policy and procedure keep update all Documentation.
• Utilize and maintain the helpdesk tracking software for Maintain inventory of all equipment, hardware's, and software's licenses as well as must know end of life products
• Assist with onboarding of new users.
• Install, test, and configure new workstations devices peripheral equipment and software.
• Perform timely workstation hardware devices and software upgrades as required.

Are you passionate about IT and looking for an opportunity to grow your technical skills in a real business environment?

We are looking for a motivated Helpdesk Specialist to join our IT team and support our users across multiple branches. This is an excellent opportunity for someone early in their IT career to gain hands-on experience and grow within a collaborative team.

Responsibilities:

• Provide first-level technical support to staff (hardware, software, printers, and network issues).
• Log, follow up, and resolve support tickets in a timely manner.
• Assist in maintaining user accounts and access permissions.
• Perform basic troubleshooting of Windows systems and MS Office .
• Support inventory tracking of IT equipment and user devices.
• Escalate complex issues to senior IT staff as needed.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 1 year of experience in a similar IT support or helpdesk role.
• Experience with Windows OS, Office , and networking concepts.
• Experience with Active Directory.
• Basic knowledge of virtualization environments (VMware, ESXI, etc.).
• Strong communication skills and a helpful attitude.
• Willingness to learn and grow in a fast-paced IT environment.
• Work location: Al tahrir sq. – cairo.

Additional Information:

This is a full-time position located in our office in (Al Tahir sq.)

please send your resume to - with the subject
"Helpdesk Specialist"
or send your resume to