IT Helpdesk Specialist - On site
MTS -
Heliopolis, CairoPosted 1 year ago103People have clicked1 open position
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Job Description
- Serve as the first point of contact for end users seeking technical assistance over the phone, ticketing system, and emails.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Experience in supporting end users on a corporate network; specifically support involving Switches, Subnets, Routers, VLANs, DNS, Network Shares, Network Storage, File/Print services, Directory Services, Etc. is preferred.
- Determine the best solution based on the issue and details provided by end users
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update end users status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements in procedures
- Manage PC setup and deployment for new employees using standard hardware, images and software
- Perform timely workstation hardware and software upgrades as required
- Diagnose and solve hardware/software faults
- Manage and troubleshoot any end-user equipment printers, scanners and VC
- Responsible to track assets and document the details
- Follow and implement the company’s data security rules
Job Requirements
- Bachelor's degree in IT, Computer Science or relevant field or equivalent years of hands-on experience
- At least 3 years of experience in a similar position
- Above average knowledge of networking protocols, especially TCP/IP
- Proven experience as a helpdesk specialist or other customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Good knowledge of Microsoft Excel, Word and PowerPoint
- Ability to diagnose and resolve basic technical issues
- Excellent command of English
- Good knowledge of:
- CompTIA A+
- ITIL Foundation.
- Microsoft Certified Solutions Associate on Windows 10.
- Excellent communication skills at all levels in the company
- Managing Priorities
- End user-oriented and cool-tempered