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IT Help Desk Engineer ( Outsourc...

Interact Technology Solu... - Cairo, Egypt

IT Help Desk Engineer ( Outsourcing )

Interact Technology Solutions - Cairo, EgyptPosted 24 days ago
71Applicants for1 open position
  • 7Viewed
  • 3In Consideration
  • 2Not Selected

Job Details

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Job Description

  • Receive end-user calls
  • Log the end-user calls through the customer’s internal ticketing system
  • Acting as the single point of communication for users & the IT department for all IT-related requests.
  • Answer emergency and non-emergency calls and document important information. In addition, dispatch the ticket queue.
  • Respond to any issues and follow-up by coordinating with the appropriate departments or field units.
  • Coordinating and working closely with all operating teams
  • Identify potential problems or outages in a timely manner.
  • Address problems and requests by transmitting information or providing solutions
  • Providing resolution to level one.
  • Alerting management when necessary for high visibility and critical issues.
  • Maintaining documentation for all Service Desk and end-user processes and procedures.
  • Fielding inquiries/problems and providing updates to all users on the progress and completion of requests.
  • Following-up with users and technicians until the issue is resolved.
  • Working with all levels of users.
  • Creation of service tickets and service requests for technical support staff and create regular issues log analyses

Job Requirements

  • Faculty of Engineering (computer or communications) is preferable
  • 4 years  providing end-user support
  • Able to work extended and flexible hours.

Familiar with the following:

  • Desktop operating systems, Active Directory, MS SCCM, MS exchange console, print server, and AV console.
  • Various software applications and basic hardware for the PC
  • Principles of network systems
  • MCP Microsoft certified professional
  • Basic understanding of electrical safety procedure
  • Customer Service oriented in the financial field.
  • Ability to be a good listener and to really understand a customer problem or question and help them solve it.

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