Technical Support Specialist
PICO -
Cairo, EgyptPosted 7 years ago278Applicants for1 open position
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Job Details
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Job Description
- 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.
- Build rapport and elicit problem details from help desk customers.
- Prioritize and schedule problems.Escalate problems (when required) to the appropriately experienced technician.
- Record, track, and document the help desk request problem-solving process,including all successful and unsuccessful decisions made, and actions taken,through to the final resolution.
- Apply diagnostic utilities 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-ups 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.
Job Requirements
- 3-5 years of experience.
- Great communication skills.
- Ability to work under stress.
- Problem solving Sills.
- Decision Making.
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