Helpdesk Engineer
Athear -
New Cairo, CairoPosted 5 years ago43Applicants for1 open position
- 20Viewed
- 9In Consideration
- 10Not Selected
Job Details
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Job Description
- 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
Job Requirements
- Certificates needed CCNA and MCSE.