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Job Description
- Monitoring and troubleshooting WAN connectivity, computer systems, network problems, diagnose, troubleshoot hardware and software issues.
- Work independently or as part of a team to urgently analyze technical issues, troubleshoot issues via email/phone or via remote access, and escalate issues as and when required.
- Technical support agent and help desk.
- Provide support, including procedural documentation and relevant reports.
- Priorities and manage many open cases at one time.
- Document all call information according to standard operating procedures.
Job Requirements
- Excellent communication skills.
- Knowledge of computer systems, networks, firewalls, and other technical products.
- English language proficiency (written and spoken).
- Good knowledge of Microsoft Office 365 (Outlook, Word, Excel…)
- Maximum Age is 30.
- 1-3 years of working experience in technical support field.
- Residency in Grater Cairo is preferred.
- Knowledge of the following courses (CCNA, CCNP, MCSA, MCSE).
- Military service status should be identified for males.
- Working hours: 8 hours - 5 working days - 2 days Off - rotational shifts.
- Ability to diagnose and troubleshoot technical issues.
- Knowledge of network protocols and network Designs.
- Knowledge of leased lines, fiber, microwave, ADSL, VPN connections.
- Knowledge of Wide Area Network (WAN) and Local Area Network (LAN) Topologies.
- Process orders in accordance with Service Level Agreements (SLAs), on-time performance targets, and quality standards.
