Helpdesk Engineer

Athear For Marketing Services - New Cairo, Cairo

Applicants for
1 open position
Experience Needed:
1 to 3 years
Career Level:
Entry Level
Job Type:
Full Time
Arabic, English
1 open position
About the Job
  • Dealing with incoming faults in a professional, courteous manner over the phone and via email
  • Taking ownership of faults and managing them in a logical and methodical manner
  • Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
  • Conducting full and through diagnostics with end users to enable the first point of contact fault resolution
  • Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
  • Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
  • Diagnosing and resolving problems to the customers satisfaction
  • Maintain and develop own knowledge and skills to assist with first-time fault resolution
  • Identify and escalate repeat issues or service risks to service management teams
  • Sharing knowledge with team colleagues
  • Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational
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