IT Remote Support Engineer

atHand - Maadi, Cairo

Applicants for
2 open positions
Experience Needed:
1 to 2 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time Shift Based
Negotiable, KPI Based Bonus
Education Level:
Bachelor's Degree at least
2 open positions
About the Job

Job Brief

We are looking for a bright Technical Support Engineer to provide enterprise level technical support to our customers via phone, web, email, chat and other support channels as required.

Job responsibilities

  • Take ownership of customer issues reported and see problems through to resolution.
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Provide prompt and accurate feedback to customers.
  • Ensure proper recording and closure of all issues with full details.
  • Prepare accurate and timely reports.
  • Document knowledge in the form of knowledge base tech notes and articles.
  • Diagnose incidents utilizing administration tools or remote control utilities to troubleshoot PC, operating system or system incidents.
  • Maintain a good degree of technical knowledge of all our business support services (Backup, OS Troubleshooting, Antivirus/Antimalware, Wireless Networking)
  • Positions for Tier 1 and Tier 2 available.
Job Requirements
  • Fluency in writing and speaking English Language is a Must.
  • Microsoft Windows 7,8 and 10 Troubleshooting experience.
  • Mac OS X experience is a plus.
  • Microsoft Certificates in Troubleshooting and supporting windows 7,8,10 is a plus.
  • ITIL Certification is a plus.
  • Excellent Teamwork and Communication skills.
  • 1-2 years of related experience.
  • Knowledge of Windows Operating System, Hard Disk Management tools, Anti-Spyware, Microsoft Office, Remote Control Software and Backup software is preferred.
About this Company

atHand provides technical support to SMB (Small and Medium Businesses) and Home users mainly in the US.

Through our rigorous processes, automated support platforms and our knowledge base, we guarantee that we will create fans, not customers!

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