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IT Help Desk Agent

CIC- Canadian Internatio...
New Cairo, Cairo

IT Help Desk Agent

New Cairo, CairoPosted 15 days ago
211Applicants for1 open position
  • 154Viewed
  • 0In Consideration
  • 0Not Selected

Job Details

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Job Description

  • Presents and be available on the Help desk system to handle assigned tickets. 
  • Provides first level of technical support either onsite or remotely via phone or email. 
  • Troubleshoots and diagnoses sophisticated issues related to hardware and physical network connectivity to help the team in resolving them within as quickly as possible.
  • Prepares, maintains and monitors computer labs according to the teachers/courses requirements for different classes and assists teachers by providing technical assistance whenever requested.
  • Communicates and documents the support issues and escalates to the appropriate IT resource or vendor when necessary.
  • Ensures all technical support calls assigned are completed in timely manner and any exceptions/delays are brought to the attention of Help desk Team Leader.
  • Maintains detailed knowledge of current practice within own area of expertise and ensures Knowledge Base is maintained and updated with recent changes.
  • Provides exceptional level of ITD customers’ services that increase the satisfaction level.
  • Maintains confidentiality with regard to the information being processed, stored or accessed. 

Job Requirements

  • A university degree in Computer Science, and/or equivalent experience.     
  • Minimum 2 years of experience in supporting IT equipment (Laptops, PCs, Printers, Scanners, etc.)
  • Experience with Microsoft Windows and 365 Office including installation, troubleshooting and support.
  • Awareness of LAN, WAN and WLAN network concepts.
  • Broad technical understanding of data management platforms (e.g., IBM DB2, Oracle, Microsoft SQL Server, etc.) and associated data security controls.Good team player with the ability to work very effectively in a collaborative and team-oriented manner with other teams.
  • Initiative and a positive work attitude and must be a quick learner with a zeal for self-learning. 
  • Confident, eager, willing to take on new challenges and able to handle multi-tasks. 
  • Cooperative with good interpersonal, negotiation and conflict resolution skills.
  • Good written and oral communication

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