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IT Remote Support Engineer

atHand
Maadi, Cairo
Posted 7 years ago
301Applicants for2 open positions
  • 58Viewed
  • 3In Consideration
  • 25Not Selected
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Job Details

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Job Description

Job Brief

We are looking for a bright Technical Support Engineer to provide enterprise level technical support to our customers via phone, web, email, chat and other support channels as required.

Job responsibilities

  • Take ownership of customer issues reported and see problems through to resolution.
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Provide prompt and accurate feedback to customers.
  • Ensure proper recording and closure of all issues with full details.
  • Prepare accurate and timely reports.
  • Document knowledge in the form of knowledge base tech notes and articles.
  • Diagnose incidents utilizing administration tools or remote control utilities to troubleshoot PC, operating system or system incidents.
  • Maintain a good degree of technical knowledge of all our business support services (Backup, OS Troubleshooting, Antivirus/Antimalware, Wireless Networking)
  • Positions for Tier 1 and Tier 2 available.

Job Requirements

  • Fluency in writing and speaking English Language is a Must.
  • Microsoft Windows 7,8 and 10 Troubleshooting experience.
  • Mac OS X experience is a plus.
  • Microsoft Certificates in Troubleshooting and supporting windows 7,8,10 is a plus.
  • ITIL Certification is a plus.
  • Excellent Teamwork and Communication skills.
  • 1-2 years of related experience.
  • Knowledge of Windows Operating System, Hard Disk Management tools, Anti-Spyware, Microsoft Office, Remote Control Software and Backup software is preferred.

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