Support Engineer at b_labs

Cairo, Cairo, Egypt -

Full Time

Start Date

Immediate

Expiry Date

17 May, 26

Salary

0.0

Posted On

16 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Windows, MacOS, Android, Microsoft 365, Active Directory, Azure AD, Intune, ITSM Platform, ITIL, Troubleshooting, Communication, Ownership, Collaboration, Networking Fundamentals, MFA, VPN

Industry

Retail

Description

b_labs is the transformation and digitization arm of B.TECH, on a mission to change the industry as we know it. We spearhead tech innovation at B.TECH, an organization that has been a cornerstone of the Egyptian retail industry. We are the engine powering B.TECH in achieving its goal of becoming the leading omni-channel platform for consumer electronics and appliances in Egypt. By joining b labs, you will get to benefit from a collaborative startup environment, while also enjoying the stability of working within a company that has achieved strong growth year after year. You will be part of a visionary, customer-focused team with an ambitious mission--to become a trailblazer for digital retail within the Middle East. As a Support Engineer, you will provide front-line technical support to corporate end users, ensuring reliable day-to-day IT operations and a high-quality user experience. You will manage end-to-end user support across endpoints, Microsoft 365, identity, and access services, while handling incidents, resolving user issues efficiently, and collaborating with internal IT teams to maintain service continuity and operational excellence. Responsibilities Provide hands-on end-user support across Windows, macOS, Android devices, and Microsoft 365 platforms. Manage incidents and service requests through the ITSM platform with full ownership from intake to resolution. Troubleshoot endpoint, identity, access, and connectivity issues, including MFA, VPN, and device compliance. Support device lifecycle activities and ensure SLA adherence, service quality, and clear user communication. Contribute to operational improvement, documentation, and continuous service optimization initiatives. Minimum of 3 years in corporate end-user support or support engineering roles. Strong hands-on experience with Windows, macOS, Android, Microsoft 365, Active Directory, Azure AD, and Intune. Good understanding of networking fundamentals, authentication, and access concepts. Experience using ITSM tools and operating within ITIL-based service management frameworks. Strong troubleshooting, communication, ownership, and collaboration skills. Preferred Qualifications Experience in enterprise IT environments, exposure to structured service delivery models, and experience supporting large-scale Microsoft 365 and Intune environments. Contribution to knowledge bases and service documentation is a strong plus. Office environment: When you come to our b_labs office, you'll find creative workspaces, a well-equipped kitchen, and an open design to foster collaboration between teams. Flexibility: You know best whether you want to work from home or in the office. However, if you want to join your teammates onsite, we will subsidize the costs for lunch to foster the b_labs office community Equipment: From "Day 1" you will receive all the equipment you need be successful at work. Therefore, you can choose your laptop and get all the tools you need to stay on top of your game.

Responsibilities

The Support Engineer will provide front-line technical support to corporate end users, focusing on reliable day-to-day IT operations and a high-quality user experience across endpoints and Microsoft 365 services. Responsibilities include managing end-to-end user support, handling incidents, resolving user issues efficiently, and collaborating with internal IT teams to maintain service continuity.