Senior IT Support Specialist

Work Type: Full Time
Thndr was founded with the dream to democratize access to investing through smart tech and human design, which is just a fancy way of saying giving anyone with a smartphone easy access to preserve and grow their wealth. At the same time, we’re promoting local investment products to propel the economies that we serve

History has shown that investing is the single greatest way to build long term wealth - but before Thndr, only a very small percentage of people had access to investing due to:

  • High barriers to entry - In the form of minimum account balances, brick and mortar onboarding and low financial literacy.
  • Irrelevant experience - Catered towards traders and financial experts, therefore alienating the majority of the population.
  • Fragmented offering - Investment products are not gathered in a single outlet.
On our short journey we’ve validated that there is a need for our solution, as illustrated by these key figures:

  • 3 million app downloads
  • $8.8bn in annualized traded value
  • #1 platform in terms of traded value
  • 84% of our users are investing for the first time
  • 65% of our users come from outside of capital cities and have previously had limited access to financial institutions
We’re proud of how far we’ve come and the size of our impact in just a few years - but we’re just getting started and are excited for what’s to come.

It’ll take a lot of passion, bold risks, and hard work to fulfill our mission of democratizing investing in MENA and giving everyone an equal opportunity to generate and grow their wealth.

About The Role

As a Senior IT Support Specialist, you'll be responsible for the identification and resolution of any IT assistance needed in the Cairo office such as resolving help-desk requests on computer hardware, software and network systems. The successful candidate will have excellent customer service skills and some experience working within IT support or helpdesk work.

What You'll Do

  • Own the maintenance and support  of IT systems in the Egyptian office(s). 

  • Assist in implementing  IT solutions that help solve the people’s problems and facilitate their every day work. 

  • Conduct fault diagnosis and repairs to a wide range of employee devices.

  • Manage IT solutions such as Email, Document management, Device Management and Identity & Access Management solutions.

  • Investigate and troubleshoot network and IT issues to determine root causes and help create solutions; will be responsible for the on-premise network at our Cairo office.

  • Support incident response and problem management by providing containment actions and incident analysis related to network technologies.

  • Work with local vendors to procure hardware and software; work with local ISPs to ensure high availability of the local network.

  • Accurately record, update and document requests using the IT service helpdesk system.

  • Proactively monitor and recommend changes to improve processes and policies, bringing new ideas and solutions to improve IT services.

What You'll Need

  • 5+ years of experience in IT Support. ITSM/ITIL Certifications is a plus.

  • Knowledge experience implementing security policies in various types of environments.

  • Tech savvy with solid hands-on technical experience in managing highly complex, multi-platform environments (Mac/Windows, On-prem/cloud/SaaS). 

  • Experience with various performance/fault monitoring tools and diagnosis procedures.

  • Highly motivated team player with excellent communication skills and help-first mindset.

  • Experience in cloud collaboration platforms (GSuite, Slack, …etc.).

At Thndr, we’re looking for people invigorated by our mission, not just those who simply check off all the boxes. We’re looking for people that are hungry to become agents of change and that understand the huge responsibility associated with dealing with people’s money.

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