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Job Description
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
Job Requirements
- Experience: experience in the same field is a must
- Education: in Biomedical Engineering or Electrical engineering (Communication)
- CERTIFICATION (s): ITIL,CCNA or MCSE is a must.
- Training: IEEE, MIE, or any summer training or internship.
- Travel probability: 90%
- TECHNICAL SKILS: Biomedical Engineering Background. Computer networking and hardware.
- Languages: Arabic, Fluent English mandatory.
- Competencies: meeting deadlines, customer satisfaction, problem solving, dependability.
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