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Second Level Technical Support

3D Diagnostix
Maadi, Cairo
Posted 1 year ago
154Applicants for1 open position
  • 104Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

Roles & Responsibilities

  • Provide 2nd line technical support queries professionally and efficiently maintain a high degree of customer service.
  • Communicate updates to requests in a timely manner.
  • Communicate using set of professional templates.
  • Prepare FAQ for repetitive cases to ensure that all SLA’s are met.
  • Work effectively and productively with 3rd line support.
  • Take ownership of user problems, perform a technical diagnosis and fix the issue either remotely or on-site.
  • To document all interactions using ticketing system.
  • Document root cause analysis of all issues
  • Produce statistics bi-weekly on support situation.
  • Maintain user security on all systems.
  • Supporting users by providing necessary training and advice.
  • Maintain and administer the ticketing system
  • Test fixes before being deployed
  • Organize code in projects related repositories
  • Follow development best practices

Job Requirements

  • A bachelor's degree (computer science, engineering, preferred)
  • 0-1 years of relevant experience.
  • Java Knowledge.
  • OOP Principles knowledge.
  • Database Knowledge.
  • PHP, javascript (nodejs) is a plus

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