Support Engineer

infasme.com -
Heliopolis, CairoPosted 4 years ago

81Applicants for1 open position

Job Details

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Dealing with incoming faults in a professional, courteous manner over the phone and via email
Taking ownership of faults and managing them in a logical and methodical manner
Correctly logging incidents, categorizing and prioritizing them in line with team procedures
Conducting full and through diagnostics with end users to enable first point of contact incident resolution
Ensuring all incidents are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
Managing incidents through their entire life cycle from the first point of contact through resolution, proactively keeping the customer informed of progress
Maintain and develop own knowledge and skills to assist with first time incident resolution
Identify and escalate repeated issues or service risks into Incident lead and Level 2 teams
Sharing knowledge with team colleagues
Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational Skills & Experience
Escalate Incidents at risk of breaching Service Level Agreement to the Incident lead or operation manager.
The ability to liaise and communicate confidently and professionally with customer representatives at all levels
Natural aptitude for trouble shooting & problem solving
Have solid experience in service desk processes and operational environment
Flexible and willing to work outside core business hours as required Technical Knowledge

Cisco certified network associate (CCNA)
Microsoft certified solutions associate (MCSA)
Fortinet certified network security administrator (FCNSA)
Red hat Certified system administrator (RHCSA) or equivalent
Bachelor’s degree in computer science, information technology, computer science, engineering, or related field