Support Agent

Confidential Company - Nozha, Cairo

8
Applicants for
1 open position
6
Seen
1
Rejected
Experience Needed:
1 to 3 years
Career Level:
Entry Level
Job Type:
Full Time
Salary:
Negotiable
Languages:
English
Vacancies:
1 open position
About the Job
  • As a Support Agent, you’re accountable to ensure proper computer operation so that end users can accomplish business tasks.
  • This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain service level agreement expectations.

Key Accountabilities:

  • Receiving, acquisition, forwarding, handling and closing-off of every description among compliance with defined rules
  • Open tickets based on received phone calls, emails, live chat or fax
  • Monitor and track ticket system, email system, phone, live chat and fax for incoming Incidents and Requests
  • Enrich tickets with additional information if required and/or needed
  • Keeping customers informed on request status and progress till closure
  • Pro-actively keeps users informed of all relevant service events, actions and service changes that are likely to affect them.
  • Solve incidents based on knowledge
  • Pro-active monitoring of systems and services provided by the company
  • Performance of permanent activities for the monitoring of the incident process.
  • Active support of the service processes by pro-active handling
  • Support of the technical departments in the use of the service support processes.
  • Working in shift bases available 24/7
  • Ensure continuous monitoring and forward movement of customer issues until they are resolved.
  • Monitoring and Improvement of quality of service
  • Act as a team member that contributes to solutions and customer satisfaction.
  • Documentation of all types of handling steps, also on demand for the technical departments.
Job Requirements

Technical Skills/Professional Expertise:

  • You are required to have a solid background of Linux system administration, Windows administration, Virtualization (KVM), and Shell Scripting.

• Qualification / Experience:

  • B.Sc. in Computer Engineering or Computer Science
  • 1 / 3 year IT experience (Familiar with Service Desk/Helpdesk support field)
  • Fluent written and spoken English IS A MUST
  • Solid Linux/Windows/Network background IS A MUST
  • Organized for working in a global cooperative team environment.

Technical Skills:

  • Strong troubleshooting skills
  • Solid Background in both Windows/Linux based operating systems.
  • Networking Support Knowledge (TCP/IP), analysis of network problems (LAN/WAN)
  • Solid Knowledge in Kernel Visualization (KVM), DRBD and Corosync.
  • Familiar with Shell Scripting and Python (is plus)
  • Backend Software support Knowledge (Mailing Systems, Outlook, Active Directory and web applications. etc...)
  • Database systems knowledge is preferred.
  • Knowledge of scripting

• Personal skills:

  • Excellent communication skills and presentation skills.
  • Strong Conversational English skill both oral and written
  • Self-motivated, detail-oriented
  • Willing to work on shift basis
  • Excellent problem solving and analytical skills.
  • Unconditional provision of services
  • Good understanding of the global cooperative team environment
  • Working under stress, Dynamic and Customer oriented
  • Acts as a Team player
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