Service Desk Engineer

Since 2005, ICD has supplied enterprise servers, storage, networking parts and data centre maintenance to businesses in Egypt, the Gulf, Africa and beyond.

For customers under an ICD maintenance contract, the service desk is the first call when something fails. A fast, accurate first diagnosis decides whether the right part and engineer arrive on time.

• Receive support requests by phone, email and portal, and log each case with the system serial number, contract and fault details.
• Diagnose hardware faults remotely using customer-provided logs, iDRAC, iLO and storage system alerts.
• Identify the exact replacement part number and check contract entitlement and service level.
• Dispatch parts and field engineers in line with the contracted response time and keep the customer updated.
• Track every case to closure, record root cause and parts used, and confirm resolution with the customer.
• Escalate critical or repeated incidents to senior engineers and the TPM Service Delivery Manager.
• Build and maintain knowledge-base articles for common faults and fixes.

• Bachelor's degree in computer, electronics or communications engineering, or a related field.
• At least 1-2 years in technical support for servers, storage or networking.
• Good understanding of server components, RAID and common hardware error messages.
• Clear, calm communication with customers by phone and in writing.
• Disciplined use of a ticketing system and accurate case notes.

• ITIL 4 Foundation certification.
• CompTIA Server+, A+ or Network+ certification.
• Experience in a TPM or OEM support centre.

Fluent Arabic and professional English; French is a strong advantage for North and West African customers.

Office based; participation in a shift or on-call rota may be required.