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Technical Support Team Leader - Medical

IDH
Mohandessin, Giza
Posted 7 years ago
182Applicants for1 open position
  • 0Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Support his team for all Information Technology products and services; support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
  • Receive and record technical and/or application support calls from end users.
  • Provide initial assessment of urgency and business impact on all support calls.
  • Provide investigation, diagnosis, resolution and recovery for hardware/software problems.
  • Escalate unsolved issues to second or third level in accordance with Help Desk escalation processes.
  • Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
  • Records required customer and problem information in the Help Desk Ticketing System.
  • Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
  • Manage service requests, software installations, new computer setups, upgrades, etc.
  • Engages in research and in-depth troubleshooting to resolve technical issues. Consults with full-time staff when necessary.

Job Requirements

  • Bachelor of Engineering / Telecommunication / Computer science / Pharmacy
  • 3-5 years of experience
  • Prefer Medical Background

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