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Technical Support Engineer

Softec Technologies
Maadi, Cairo
Posted 3 years ago
78Applicants for1 open position
  • 22Viewed
  • 15In Consideration
  • 0Not Selected
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Job Details

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Job Description

SLA Management and Technical Support

  • Take ownership of customer issues reported and see problems through to resolution according to agreed standard SLA’s.
  • Research, diagnose, troubleshoot and identify solutions to resolve customer reported issues.
  • To provide staff and clients with server support and general maintenance.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Compliance for following standard internal processes and tools.

KPIs (Key Performance Indicators)

  • SLA Targets Compliance.
  • Customer Survey evaluation. 
  • Internal Process Compliance.

 

Communication and Reporting

  • To provide external client support via telephone, email and site visits when needed.
  • Provide prompt and accurate feedback to customers.
  • Efficiently communicate and report issues to Account Manager / Project Manager and technical team.
  • Generating open tickets status report.
  • Ensure proper recording and closure of all customer reported issues.
  • Provide Softec Product Knowledge, Guidance and Support when needed.

 

KPIs (Key Performance Indicators)

  • First call response/resolution time.
  • Ticketing status reporting on time, with proper visibility levels.
  • Proper escalation of blocking issues.

 

Job Requirements

Soft Skills

  • Good work ethics
  • Good English language
  • Good customer handling skills
  • Strong problem solving
  • Strong analytical skills
  • Team player with excellent team spirit

General Technical Skills

  • Experience in Microsoft Active Directory, DNS, DHCP, Exchange and File Servers.
  • Good Working experience in Windows server troubleshooting.
  • Good knowledge of SQL Server and MSSQL Databases.
  • Basic Scripting and Programming Experience.
  • Good Working experience of IIS - Internet Information Service.
  • Good knowledge of networking concepts.

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