Help Desk & Technical Support Agent

Medicare - Garden City, Cairo

Applicants for
1 open position
Experience Needed:
2 to 4 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Confidential, Medical Coverage
Arabic, English
1 open position
About the Job
  • Receive all users’ problems/inquiries through phone, email, faxes.. Etc, and gather all info related to the problems. Register & route ticket problems into its appropriate channels and attempt to solve quick and straightforward incidents and escalate longer or more complex incidents to the higher level of support
  • Follow up user claims & problems. - Notify user with the fix progress from time to time as long as the call is still opened - Get user feedback once the ticket is closed. - generate & submit reports as instructed
  • Ensure that all plans and controls of the IT head of the department are operative and that all programs undergo
  • Log / monitor the progress of schedule tasks activities such as backup plan, virus cleaning, operating system maintenance plans, operating system updates
  • Analyze log requests; monitors progress, tracks problem resolution, identifies patterns of failure, researches bug fixes, announce users from system failures and implements solutions; communicates with the manager regarding unresolved problems. And proactively provide a recommendation for improvements
  • Identify/analyze basic business needs that are related to ERP system so as to design and generate reports to fulfill and enhance business workflow
  • Identify, troubleshoot and resolve hardware-, software- and network-related problems encountered by end-users of LAN & WAN network in accordance with PC & network technician. Provide basic support for computer systems, desktops & peripherals. This includes installing, diagnosing, repairing, maintaining & upgrading all hardware & equipment in accordance with PC & network technician
  • Trains end-users on the use and features of the various operating systems and ERP applications on the various platforms.
Job Requirements
  • Two to four years of practical experience in providing Level one of technical desktop and network support for none technical users
  • Deep knowledge of Windows Operating System, Anti-Spyware, Microsoft Office, Network Management Software, Remote Control Software, LAN, PCs & servers hardware with specialized experience in help desks operations in a multi-server environment
  • Ability to analyze data and generate business reports
  • Working knowledge of the fundamental operation of ERP Applications.
About this Company

So far along our journey with yet so much to achieve; this is precisely the prevalent sentiment pulsating throughout the entire Medicare organization.

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