Job Details
Skills And Tools:
Job Description
- Provide hardware and software support to users of desktop PC equipment.
- Escalate issues as necessary to System Administrators.
- Respond with the appropriate degree of urgency to problems and requests from the Help Desk for user support.
- Maintain the update asset inventory system.
- Ensure the functionality and accessibility of all peripherals (such as scanners, desktop and printers) plus hand held units.
- Monitor day to day all aspect of the system security as per DHL IS security Standards.
- Make immediate escalation/action as necessary to prevent a breach of security or loss of information.
- Maintain hardware and resolve problems either through personal action or by organizing resolution through a third party.
Nature and Scope
- Context
The consistently high service levels required to be successful very close co-operation with DHL staff, supplier and vendors.
- Reporting Relationships
Position holder will be required to establish excellent working relationships with staff at DHL and agencies, vendors.
- Contacts
Internal : DHL EG and Other DHL locations
External : Suppliers or vendors
- Problem Solving
Position holder work directly with users to resolve their problems accessing DHL systems, services. Problem resolution involves gathering information, diagnosing the user’s needs, conducting research to find correct solutions, and confirming that the users are able to access their required services or applications.
- Decision Making
Exercise judgment and make decisions to promote smooth workflow in the team and ensure that client demands are met.
- Planning and Organization
Day-to-day support activities and equipment maintenance must be planned and organized by the position holder to meet company’s demand and expectations.
- Job Challenge
The job holder has to provide professional support to the users and try to diagnose problems permanently and reduce number of support by fixing problems.
To find time to develop and propose new ideas.
Job Requirements
Knowledge, Skills and Experience
- Degree/ Diploma in Computer Science or equivalent .
- 4-5 years of experience in technical support.
- Extensive knowledge of SQL-DB and System administrations.
- Strong knowledge of MS Windows 7/10, active directory and Domain server deployments is a plus.
- Good experience with Voice , Vlan , IP Telephone & Cisco appliances.
- Very good command of the English Language.
- Strong customer service skills.
- Strong time management, analytical skills & attention to detail is required.
- Ability to work well under pressure and handle multiple tasks.
- Willing & able to travel within Egypt as per work requirements.
- MCSE,CCNA Certified, CCNP preferred.
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