Technical Support Engineer

Centro -
Maadi, CairoPosted 2 years ago

112Applicants for4 open positions

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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.

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