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IT Help Desk Specialist

MTS
Heliopolis, Cairo
Posted 2 months ago
100People have clicked1 open position
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Job Details

Experience Needed:
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Job Description

  • Serve as the first point of contact for end users seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Experience in supporting end users on a corporate network; specifically support involving Switches, Subnets, Routers, VLAN's, 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
  • Diagnosing and solving hardware/software faults
  • Managing and troubleshooting any end-user equipment printers, scanner and VC

Working Conditions:

  • Rotational Shifts 24/7
  • Rotational days off

Job Requirements

  • BSc/BA in IT, Computer Science or relevant field or equivalent years of hands-on experience
  • Years of experience at least 3 years
  • Above average knowledge of networking protocols, especially TCP/IP.
  • Proven experience as a help desk technician 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
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Having a Certificate in: CompTIA A+, ITIL Foundation, Microsoft Certified Solutions Associate on Windows 10.
  • Excellent communication skills
  • End user-oriented and cool-tempered

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JobsInstallation/Maintenance/RepairIT Help Desk Specialist