IT Help Desk Engineer

Provide technical support and service troubleshooting to users and advise on appropriate action to solve problems swiftly.

Accountabilities:

• Serve as the first point of contact for users seeking technical assistance via e-mail to provide technical assistance for questions and problems.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions to ensure timely solutions.
• Determine the best solution based on the issue and details provided by users.
• Walk the users through the problem-solving process and Direct unresolved issues to the next level of support personnel.
• Solve inquiries and provide accurate information on IT products or services.
• Document and track support requests then Record events and problems and their resolution in logs.
• Opening a new user account on the company's information network, opening an e-mail address for him, and canceling the account on the internal information network and the e-mail of the resigned employees.
• Follow up and update users’ status and information and deliver any feedback or suggestions by customers to the appropriate internal team.