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IT Technical Support - (Help Desk)

Raya Customer Experience
Abbassia, Cairo
Posted 2 months ago
495Applicants for1 open position
  • 69Viewed
  • 4In Consideration
  • 10Not Selected
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Job Details

Experience Needed:
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Job Description

  • Ensure incoming incidents are categorized, logged and resolved in a timely fashion and within the agreed SL to ensure meeting/exceeding the targets of the KPIs and aiming at the client satisfaction and avoid receiving any negative feedback. 
  • Resolve software and hardware inquires and install, maintain, troubleshoot, support and repair desktop/laptop hardware and software. 
  •  Identify and publish internal solutions to solve problems and troubleshoot system and network problems and diagnose and solve network hardware/software faults and collect information/DB about nodes for future use; installing network devices. 
  • Initiate/Manage user accounts across multiple systems including the email accounts and troubleshot/resolve profile issue for the operations agents only. 
  • Work on the backup servers/recovery systems in order to restore any missing data when it is crucial and importantly required for continuing the business. 
  •  Assist users with wireless and remote access. 
  • Handle all AVAYA issues including upgrading AVAYA firmware and configuring AVAYA [hardware/software] platforms to open the communication channel in between the client and the internal scope. 
  •  Assist in selecting and deploying new technology to support organizational goals and objectives. 
  •  Proactively monitor the performance of the machines and ensure that all of them are properly operating and ready for service; or should perform direct maintenance if failure was figured out. 
  •  Handle operating system installation and ensure the system is configured based the client requirement. 
  • Support business needed applications and escalate issues to the second line resolver group if not fixed. 
  • Monitor infrastructure and conducts frequent health check up on computer hardware/software and execute preventive maintenance plans.

Job Requirements

  • interpersonal Skills: Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity.
  • CCNA Knowledge

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