Technical Support Specialist

• As a Technical Support Senior Specialist, you will be providing support to Tech Senses customers remotely and onsite for hardware, software, other technology equipment, and business-related applications.
• You will act as the primary contact for all incoming calls and email requests for technical support.
• Communicate effectively to relay complex technical information, and serve as a primary company resource during infrastructure emergencies.
• Prioritization and escalation skills are essential to ensure timely resolution.
• It is necessary you can identify, research, and resolve technical problems and demonstrate knowledge of a variety of field concepts, practices, and procedures, and perform most of your duties with minimum supervision.

Job Duties:

• Handle and record customers service requests via phone, email, or assigned requests
• Carry out preventive maintenance such as patching and updating hardware
• Maintain user directories and accounts on Active Directory or any standalone system
• Support network appliances such as Cisco, Sophos, or Fortinet
• Support server hardware installation or maintenance
• Support Windows applications and email services (exchange on-premise or Office 365)
• Troubleshoot and resolve server, computer, or network issues remotely and/or onsite
• Install and configure hardware and software components.
• Perform routine hardware and software maintenance
• Backup and restore computers, laptops, and servers
• Perform post-resolution follow-ups calls
• Travel to nearby governorates for regular maintenance