IT Technical Support

Confidential Company - Dokki, Giza

Applicants for
1 open position
In Consideration
Not Selected
Experience Needed:
1 to 3 years
Career Level:
Entry Level
Job Type:
Full Time
3,500 to 4,500 EGP per month
1 open position
About the Job
  • Field incoming help requests from end users via both telephone and work orders in a courteous manner.
  • Document all pertinent end user identification information including name, department, contact information and nature of problem or issue.
  • Priorities and scheduling problems, escalate problems (when required) to the related department.
  • Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and action taken through to the final resolution.
  • Apply diagnostic utilizes to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases and frequently asked questions resources on the internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software , implementing file backups and configuring systems and applications.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post resolution follow up to help requests.
  • Develop help sheets and knowledge base articles for end users.
  • Perform related duties consistent with the scope and intent of the position.
  • Handle all technical issues in a timely manner.
  • Escalate complex IT issues to relevant help desk.
  • Understand , support problems, analyze problem data and determine appropriate solutions.
  • Plan and complete daily assigned tasks within deadlines.
  • Maintain confidentiality and security of company documents and customers.
  • Report system downtime and performance issues to managers.
  • Ensure to follow standard operating procedures and meet service level agreements.
  • Install, configure, and maintain software and hardware systems.
Job Requirements
  • Computer science graduates or any equivalent diploma.
  • 1-3 years of work experience in the same field.
  • Knowledge of basic computer hardware.
  • Experience with desktop operating systems including Windows XP, Win7, Win 8.1 and Win 10.
  • Linux and MAC OS.
  • Extensive application support experience.
  • Working knowledge of a range of diagnostic utilities.
  • Good understanding of the organization's goals and objectives.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills with a focus on rapport-building, listening and questioning skills.
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail and strong documentation skills.
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