Your
Contact
Team, Recruiting
-
IT Support Engineer II (f/m/d)
Deliver Egypt’s first High Speed Rail Service with DBEE. DBEE is a joint venture between DB International Operations and Elsewedy Electric. DB International Operations provides rail operations and maintenance worldwide; Elsewedy Electric, global energy and infrastructure solutions provider. Together, we combine strong local capabilities with proven global railway expertise to enable efficient, safe and sustainable passenger and freight mobility on Egypt’s first High Speed Rail network. We are looking for transport and mobility professionals with substantial experience in railway operations and projects in Egypt or worldwide. Join us to deliver this landmark project in Cairo.
Reporting to the IT Service Desk Manager, the IT Support Engineer II handles complex user issues and escalations that go beyond first line support, taking full ownership of incidents from start to resolution without requiring close guidance. You are successful in this role when escalated issues are resolved efficiently, root causes are identified and addressed, and your work visibly raises the overall quality and consistency of IT support across the organization.
Responsibilities:
- Own and resolve escalated incidents and service requests, handling complex technical issues across hardware, software, networking, and identity with minimal supervision.
- Investigate recurring issues to identify root causes and propose lasting fixes.
- Administer user accounts, access rights, and device configurations across core systems, ensuring compliance with security and governance standards.
- Support the deployment and lifecycle management of end user devices, including imaging, patching, and hardware refresh.
- Maintain and improve service desk documentation including runbooks, known error records, and troubleshooting guides.
- Contribute to onboarding processes for new staff, ensuring a smooth and consistent experience across all IT touchpoints.
- Provide technical guidance to less experienced colleagues on complex cases, contributing to a stronger overall support function.
- Participate in change management processes, carrying out approved changes to end user systems safely and accurately.
Qualifications:
- Practical experience in IT is what matters here — formal education in IT or a related field is welcome but not required.
- 2-4 years of experience in IT support, with a track record of independently resolving complex end user issues.
- Solid hands-on experience with Windows, M365, Intune, and Active Directory or Entra ID.
- Comfortable troubleshooting network connectivity, VPN, and access issues at the user level.
- Familiar with ITIL concepts including incident, request, and change management processes.
- Clear communicator in both Arabic and English, able to explain technical issues to non-technical users with patience and clarity.
- Relevant certifications are a plus, particularly CompTIA A+, Microsoft MD-102, or ITIL 4 Foundation.
Our offer
-
Professional onboarding and development
We invest in the development of our employees. To ensure the best start for you, we provide a global onboarding program and intercultural training and support you in preparing for the next career step.
-
Attractive employment conditions
We offer you attractive working conditions and a competitive compensation package based on country conditions.
-
Mobilization & relocation support
To ensure a smooth and successful start for your international employment, we assist you with relocation and immigration.
-
Work safety
Our international security support ensures safe working conditions worldwide and provides you with relevant information for a safe living around the globe.
-
International career opportunities
We offer attractive career opportunities - worldwide. With a work environment that encourages growth and creativity, you will work on complex and innovative projects in international teams on all continents and bring markets and people together.
-
Intercultural teams
With more than 5,000 employees from over 80 countries across all engineering disciplines worldwide, we are shaping railways for the world of tomorrow. A strong team spirit, intercultural mindset and engagement are essential parts of our success.
About us
Railways for the world of tomorrow.
Apply with ease!
Create profile
Provide personal details and answer job specific questions
Upload resume
Review and send application
Disclaimer
In case you match the profile and are interested in a complex task within the transport sector, we are looking forward to receiving your application.
Please state your earliest possible availability as well as your salary expectations.
Please note that your application will be saved and used in electronic form as a part of the application process for this position.
Thank you for considering DBEE as prospective employer!
Go