Sr. Technical Support Engineer

Al Rabat -
Nasr City, CairoPosted 2 years ago

139Applicants for3 open positions

Job Details

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Taking ownership of customer issues reported and seeing problems through to resolution.
Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.
Resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.
You will contact clients via phone and/or provide clear, written instructions and technical manuals.
You will use email and ticketing system to give clients quick answers to simple IT issues.
Diagnose and troubleshoot technical issues, including account setup and network configuration.
Ask customers targeted questions to quickly understand the root of the problem.
Track computer system issues through to resolution, within agreed time limits.
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
Refer to internal database or external resources to provide accurate tech solutions.
Document technical knowledge in the form of notes and manuals.

Bachelor’s Degree. (Any).
From 3 – 5 years of experience in the same position.
CCNA Certified is preferable.
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus