Reporting Line: IT Manager

Work Location: Obour City

Key Responsibilities:

• Receive and manage trouble tickets, assign them to technical specialists (including oneself or others), and ensure timely resolution or closure within the defined SLAs in the ticketing system.
• Provide telephone support for POS software and other store system-related issues to end-users.
• Track, take ownership of, and resolve issues, while fostering end-user satisfaction; monitor the activities of technical support specialists handling assigned tickets.
• Offer Remote Access Support via various VPN connections, delivering exceptional customer service through phone calls, emails, and messaging in a fast-paced environment.
• Follow up on existing tickets and inquiries as needed, accurately documenting details in a web-based ticketing system.
• Effectively manage and prioritize tasks to meet or exceed minimum Service Levels.