Technical Support Engineer
Centro -
Maadi, CairoPosted 2 years ago112Applicants for4 open positions
- 108Viewed
- 30In Consideration
- 78Not Selected
Job Details
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Job Description
- Manage large amounts of inquiries via calls, chat, and e-mails.
- Managing customer queries, escalating issues where appropriate.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Being involved in changes to the service operation tools, processes, and working practices.
- Follow up till the closure of the incident with the second-line support/ Dev team.
- Follow communication procedures, guidelines, and policies.
- Guide the customer to the best practice of using our software to fit their business needs and requirements.
- Testing the system and reporting if there are any bugs.
- Hold online meetings with the clients to demonstrate/explain the product technicalities or to solve critical problems.
Job Requirements
- Associate's or bachelor's degree in computer science, information systems, or similar.
- Fluent English is a must.
- At least two years of experience in an IT performance analysis and end-user support role.
- Certification in Microsoft, Linux, or Cisco is advantageous.
- Deep Knowledge of cloud computing and Microsoft Office 365 in specific.
- Responsible for analyzing any hardware-related incidents for the laptop and PCs.
- Aware of Cisco Meraki technology.
- Prior experience in tech support, desktop support, or a similar role.
- Proficiency in Windows/Mac OS.
- Experience with remote desktop applications and help desk software.
- Have a solid networking background, supporting LAN and wireless-related issues.
- Attention to detail and good problem-solving skills.
- Excellent organizational, time management, and communication skills
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