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Senior IT Helpdesk Specialist - US Account

FlairsTech
Maadi, Cairo
Posted 3 years ago
110Applicants for1 open position
  • 67Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Assess, troubleshoot and provide resolution or accurate recommendation to the clients’ support request logged on daily basis.
  • Ensure resolution delivery and meet the customer expectations and Service Level Agreement.
  • Carry out software installations (e.g. server, workstation, POS and peripherals, etc), software upgrades/updates and basic training as requested by the client with the guidance of fellow team members, team leader, field technician or manager.
  • Scheduling remote support and installations.
  • Ensure that the Help Desk procedures are followed at all times and meet management expectations.
  • Ensure high level of information accuracy is entered into the  CRM and other digital repositories.  This includes email correspondences to and from the clients, and escalations to the states.
  • Provide basic support and mentoring to new and learning staff, when needed.
  • Attend all workshops or trainings, when required.
  • Maintain high level of professionalism in all forms of communication (direct or indirect) to all clients and colleagues.
  • Perform software regression test following specific instructions, when required.

Job Requirements

  • 3-5 years of IT Helpdesk experience
  • Fluent English is a Must.
  • Ability to multitask and maintain accuracy and attention to detail.

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