Hybrid Support Engineer

at BTECH

• Job title: Support Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Android, Azure, ITSM, MacOS
• Location requirements: Hybrid, Cairo, Egypt

About the role

• Support Engineer providing front-line technical support to corporate end users at B.TECH's b_labs. Managing user issues across multiple devices and collaborating for service continuity.

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.

Requirements

• 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.

Benefits

• 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.