IT Specialist (SaaS Systems & Support)

At Incision (www.incision.care), our mission is to revolutionize surgical training and ensure that every patient receives the best possible care. We collaborate with surgical professionals and teams worldwide, sharing expertise through our award-winning e-learning platform, featuring 2D & 3D modules, augmented reality, and virtual reality applications.

Our Core Values

💙 Impact & Excellence: we strive for innovation and excellence in surgical education

📚 Learn, Grow, and Share: knowledge should be shared, and we help each other thrive

🤝 Teamwork Unleashed: we support, challenge, and celebrate each other’s success

Role Overview:

As an IT Support Specialist at Incision, you will provide Level 1 and Level 2 IT support to colleagues in our Cairo office and remote support to colleagues around the world.

You will work closely with our IT Manager in Amsterdam and our Senior IT Support Specialist in Cairo to resolve support requests, improve IT processes, maintain documentation, support compliance activities, and help keep our IT environment reliable and secure.

This role is ideal for someone who enjoys hands-on technical support, solving user problems, improving processes, and working in an international environment.

What you will do:

• Provide day-to-day IT support for colleagues in the Cairo office and remotely for our staff globally.

• Troubleshoot hardware, software, account access, SaaS, network, and endpoint issues.

• Manage and prioritize tickets using our IT ticketing system - Freshdesk.

• Support onboarding, offboarding, and user access management across company systems.

• Administer and maintain our internal tools, including Google Workspace and other business applications.

• Assist with device management using RMM and MDM tools - Pulseway & JAMF.

• Maintain IT documentation, user guides, asset records, and internal knowledge base articles.

• Help identify recurring issues and improve support processes.

• Support IT compliance activities, including vendor management, access reviews, evidence collection, control monitoring, and remediation efforts.

• Contribute to IT projects such as tool rollouts, process improvements, endpoint management, and security initiatives.

What You Bring 💪

• At least 2 years of experience in an IT support, service desk, or technical support role.

• Experience supporting users in a business environment, ideally across multiple locations or time zones.

• Experience with Google Workspace administration or similar cloud-based productivity platforms.

• Experience with RMM or MDM tools such as Pulseway, Jamf, Kandji, NinjaOne, or similar.

• Experience supporting both macOS and Windows environments.

• Experience using a ticketing system and prioritizing requests based on urgency and business impact.

• Strong troubleshooting skills across common hardware, software, SaaS, and endpoint issues.

• Clear verbal and written communication skills in English.

• Ability to explain technical issues clearly to non-technical users.

• A proactive mindset and willingness to improve processes, documentation, and user experience.

• Strong collaboration skills and the ability to work with colleagues across different teams and locations.

Nice to have:

• Familiarity with ISO 27001 requirements or similar security/compliance frameworks.

• Familiarity with compliance initiatives such as access reviews, vendor security reviews, or control monitoring.

• Experience with SaaS access management, SSO, MFA, or identity administration.

• Experience supporting onboarding and offboarding processes.

What We Offer

🚀 Make a Real Impact: help revolutionize surgical education worldwide!

🌍 International Team: join a diverse crew with 10+ nationalities.

📚 Learning & Development: access training, courses, and growth opportunities.

🏡 Hybrid Work Model: flexibility to work remotely.

📈 Career Growth: expand your skills in a fast-paced, innovative environment.

💻 Top-Notch Equipment: choose between Apple or Microsoft laptop, plus office monitor & tools.

💡 Inspiring Team: collaborate with medical professionals and cutting-edge innovators.!

🎉 Team & Social Events: regular gatherings to connect, learn, and have fun.

💰 Competitive Salary: get rewarded for your skills and expertise.

🚆 Travel Allowance: support for commuting costs.

🧠 Mental Health Support: access well-being resources through OpenUp.

👔 Casual Scale-Up Environment: work in a dynamic, fun, and inspiring atmosphere!

🌈 Diverse & Inclusive Workplace: be part of an open-minded, supportive culture where everyone is valued.