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Technical Helpdesk Support Engineer (L1 & L2)

Home / Careers & Open Roles / NX-IT-104
Technical Helpdesk Support Engineer (L1 & L2) (NX-IT-104) - Nexovia
NX-IT-104 Actively Hiring Official Position Dossier — Nexovia Global CX

Technical Helpdesk Support Engineer (L1 & L2)

Troubleshoot and resolve Tier-1 and Tier-2 technical support tickets across cloud, SaaS, and enterprise IT environments.

Full-Time / On-Site Bilingual Tech FR/EN 24/7 Coverage Smart Village, Giza ISO 27001 & COPC CX
Monthly Package EGP 22,000 - 30,000 / month
Open Vacancies 6 open seats
Delivery Hub Smart Village, Giza
Apply for this Position
Official Position Dossier — Nexovia Global CX

Position Dossier Summary

Complete operational, linguistic, and compensation specifications for this role

ISO 27001 & COPC CX NX-IT-104
01 // REF
Reference Code
NX-IT-104
02 // DEPT
Department
Global Customer Experience & BPO Operations
03 // LANG
Language Profile
Bilingual Tech FR/EN
04 // MODE
Work Model
Full-Time / On-Site
05 // HUB
Delivery Hub
Smart Village, Giza
06 // COMP
Monthly Package
EGP 22,000 - 30,000 / month
07 // QUOTA
Open Vacancies
6 open seats
08 // STATUS
Hiring Status
Actively Hiring
Global Customer Experience & BPO Operations

Role Overview & Operational Mission

NX-IT-104 // MISSION

Troubleshoot and resolve Tier-1 and Tier-2 technical support tickets across cloud, SaaS, and enterprise IT environments. At Nexovia, you will operate from our Tier-1 delivery campus in (Smart Village, Giza), supporting leading international enterprise brands across Europe, North America, and the Middle East.

We provide 100% paid onboarding at the Nexovia Academy, next-generation cloud contact center and AI copilot tools, and a merit-based fast-track promotion pathway.

01 // SCOPE OF WORK

Key Responsibilities & Day-to-Day Scope

06 TASKS
Key day-to-day operational responsibilities for role (NX-IT-104) include:
  • Deliver world-class omnichannel interactions (voice, email, live chat) aligned with client brand tone.
    #01
  • Diagnose customer inquiries and achieve high First Contact Resolution (FCR) with speed and accuracy.
    #02
  • Document all case notes, customer attributes, and escalation paths accurately inside the CRM.
    #03
  • Partner with Pod Team Leaders and COPC Quality Auditors during coaching and calibration sessions.
    #04
  • Consistently achieve individual and team CSAT, NPS, and productivity benchmarks.
    #05
  • Participate in continuous product training and upskilling workshops.
    #06
02 // CANDIDATE PROFILE

Requirements & Candidate Qualifications

06 CRITERIA
We are looking for driven professionals who combine linguistic fluency, emotional intelligence, and operational discipline:
  • High fluency in the required language profile (Bilingual Tech FR/EN) across both spoken and written communication.
    #01
  • Exceptional active listening, empathy, and executive communication skills with international customers.
    #02
  • Proficiency in modern omnichannel CRM platforms, ticketing workflows, and knowledge bases.
    #03
  • Commitment to operational KPIs (SLA, CSAT, FCR, Quality Assurance) and collaborative pod culture.
    #04
  • Flexibility to work under the (Full-Time / On-Site) model while adhering to ISO 27001 and GDPR security standards.
    #05
  • Bachelor's degree or relevant experience in customer experience, B2B sales, or technical support.
    #06
Executive Compensation & Perks — Nexovia

Compensation & Executive Perks at Nexovia

We invest in our people with market-leading rewards and structured career growth from day one

Guaranteed from Day 1 06 VIP PERKS
PERK 01 // VIP

Market-Leading Salary & Bonuses

Competitive base package (EGP 22,000 - 30,000) plus monthly performance incentives.

Verified Contractual Perk
PERK 02 // VIP

VIP Medical & Social Insurance

Comprehensive private healthcare coverage and full social insurance from day one.

Verified Contractual Perk
PERK 03 // VIP

100% Paid Academy Onboarding

Structured, fully paid certification and soft-skills training at Nexovia Academy.

Verified Contractual Perk
PERK 04 // VIP

Door-to-Hub Transportation

Air-conditioned shuttle lines across Greater Cairo & Giza or monthly commute allowance.

Verified Contractual Perk
PERK 05 // VIP

Fast-Track Career Progression

Clear internal promotion paths to Team Leader, QA Auditor, WFM, or Corporate Trainer.

Verified Contractual Perk
PERK 06 // VIP

Tier-1 International Campuses

Modern, ergonomic workspaces in New Cairo and Smart Village with vibrant team culture.

Verified Contractual Perk
Tags: Customer Experience Bilingual Tech FR/EN Global BPO Smart Village, Giza
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