# Analyst, IT Service Operations

**Company:** [RSA](https://hotfix.jobs/companies/rsa)
**Location:** Cairo, Egypt
**Role:** IT Support
**Experience:** 1+ years
**Skills:** Microsoft 365, Microsoft Teams, Outlook, Onedrive, Windows 10, Windows 11, Azure Ad, Itsm, Freshservice, Servicenow, Jira, Windows Administration, Networking, Remote Troubleshooting, Itil
**Posted:** 2026-08-28

> Provides end-user IT support for Microsoft 365 applications, Windows and Mac hardware, software installations, and ticket resolution. Requires a bachelor’s degree, at least one year of related experience, and familiarity with ITSM tools and Azure AD.

## Job Description

## Responsibilities
- Provide Office 365 application support to end users, including Microsoft Teams, Outlook, and OneDrive.
- Support Windows laptops, MacBooks, and related end-user computing hardware.
- Troubleshoot technical and configuration issues involving Office 365 applications.
- Document solutions, procedures, and other technical information.
- Perform system and software installations.
- Record customer inquiries and incidents in the ticketing system.
- Monitor and manage resolution of open tickets.
- Collaborate with other support teams and escalate issues as needed.
- Identify recurring issues and propose preventative solutions.
- Meet service-level agreements and customer satisfaction targets.
- Stay current with technology trends to provide efficient service.

## Requirements
- Bachelor’s degree.
- At least 1 year of related experience.
- Experience supporting Office 365, Outlook, Teams, and OneDrive.
- Experience supporting Windows 10 and Windows 11 desktop operating systems.
- Experience troubleshooting end-user issues and managing support tickets.
- Experience with IT service management tools such as Freshservice, ServiceNow, or Jira.
- Basic knowledge of Azure AD, networking, Windows administration, and AI.
- Basic remote troubleshooting skills.
- Strong customer service, communication, problem-solving, and organizational skills.
- Ability to work independently and collaboratively, perform under pressure, and adapt to changing scenarios.

## Nice to Have
- Technical certifications.
- ITIL certification.

## Similar jobs

- [Junior IT Administrator, EMEA](https://hotfix.jobs/jobs/4d88e9e9-3f57-42f2-a46a-854d2e72ce83) - Dash0 - Remote
- [People Systems Administrator, Workday](https://hotfix.jobs/jobs/35073c1b-3da6-4e02-baa5-58b62f240e6d) - Vanta - Remote - $149k – $175k/yr
- [Advisor, IT Infrastructure](https://hotfix.jobs/jobs/84b2febd-ab2c-4d11-948e-2e547f4b0303) - RSA - Cairo, Egypt

**Apply:** https://hotfix.jobs/jobs/04b81ffd-2df8-45ec-abc7-ed779c8b23f1
**Canonical:** https://hotfix.jobs/jobs/04b81ffd-2df8-45ec-abc7-ed779c8b23f1