Technical Support Team Leader - Medical
IDH -
Mohandessin, GizaPosted 7 years ago182Applicants for1 open position
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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