IT Support Specialist
Aman -
Giza, EgyptPosted 3 years ago203Applicants for1 open position
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Job Details
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Job Description
Key job responsibilities:
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue in timely manner
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Track computer system issues through to resolution, within agreed time limits &provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged and prepare accurate and timely reports
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Work closely with Telecom Operators (Etisalat, Orange and Vodafone) to manage APNs and Leased lines
- Work closely with Raya Subsidiaries like RCC and RDC for any issues related to APNs and leased lines
- Work with finance on the invoices validation of the APNs and Links
- Manage and control IT assets and track them closely in Asset tracker to be updated on regular basis and with each leaver and with any changes
- Develop SLA with stakeholders and apply it formally
- Work with Purchasing team to plan the laptops of the new hires in timely manner before their join date
- Work and plan with POS team to plan their needs of APNs in timely manner
- Track the assets (Laptops, bags, accessories, printers,….) very closely
Job Requirements
Qualifications:
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
- 3-5 years of proven experience in a heavy customer focus position involving and technical knowledge of a companies' products and services