First Line Support - Engineer

Job Role

3D|Diagnostix, a U.S. based company with headquarters in Boston, is hiring a dynamic and enthusiastic First Line Technical Support for its Software Development Operation in Cairo.

The job holder will act as a key link, offering professional moderately complex support to customers for a smooth and reliable operational response.

The ideal candidate will have excellent interpersonal skills, a keen attention to detail, an aptitude for the technical nature of the position and will thrive in a fast-paced, dynamic environment.

Roles & Responsibilities

• Assist users in troubleshooting.
• Identify the source of problems for user reported issues.
• Handle all incoming bug reports, categorize them and identify if a quick fix is applicable or does it need to be raised to the 2nd line technical support.
• Create technical documents and manuals.
• Reports/Data Analysis, that can be generated directly from the database.
• Investigations (e.g. Bounced emails, Logs (actions done on a certain order), Ordinary actions that fails, check reason of failure.).
• System Users’ Permissions Adjustments
• Creating System User Groups.
• Merging Accounts (history notes left by the users).
• Transferring Accounts owners.
• Create/Deactivate Employees System Accounts.
• Employees System Accounts.
• Handling System Down Status.
• Creating New Employees Emails.
• Adding/Removing Users to/from Internal Mailing Groups.
• Creating New Internal Mailing Groups.