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IT Support Engineer

FlairsTech - Maadi, CairoPosted 2 months ago
88Applicants for1 open position
  • 2Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Record and deal directly with user calls and queries using the local ticketing and support software.
  • Develop and document technical solutions and reporting solutions and procedures along with IT-related processes and procedures to improve efficiency.
  • Manage tickets through their lifecycle and give regular progress reports to the end-user.
  • Extensively use the support software and email communication to monitor and improve team performance for optimal client satisfaction and team development.
  • Liaise with suppliers, internal and external customers in a professional manner and according to relevant support agreements
  • Support and maintain good relationships with other colleagues
  • Work to deadlines and respond in a flexible way to the changing demands of the department and the business
  • Support systems with proactive monitoring alert to ensure that service-delivery performance degradation are picked up before the customer becomes aware.
  • Enter common technical faults in the internal ticketing system
  • Solve IT support calls remotely
  • Provide initial assessment of all incidents and adhere to SLA’s and ITIL methodology
  • Liaise with team members of the Account Management Team, IT Operations, and Products & Solutions to clear IT support tasks
  • Give assistance with project service delivery implementation and system handover support
  • Assist key users in each department to diagnose and fix equipment faults

Support internal and external customers:

  • ASE DS/VIEAccount Managers/PMs
  • ASE DS/VIEIT Support Team
  • ASE DS/VIE Products& Solutions Team

Job Requirements

  • Team worker
  • Commitment and a desire to solve issues in a quick and timely manner
  • Ability to prioritize work, good at planning ahead
  • The ability to remain calm under pressure
  • Ability to manage a diverse and demanding portfolio of activities
  • To be logical and systematic in the diagnosis in the problem management environment of the IT Support service looking for trends and root cause analysis
  • An excellent spoken manner with strong interpersonal skills at a range of operational levels
  • Excellent written, verbal, and presentation skills with the ability to articulate a directive accurately
  • Excellent organizational skills with a high level of attention to detail
  • Demonstrable experience or understanding of a technical customer service/help desk  environment and proven analytical ability in troubleshooting in a technical support environment.
  • Experience using remote desktop support i.e. TeamViewer etc
  • Sound IT skills in Microsoft Office particularly Excel
  • SQL experience of advantage
  • Very good command of English in word and script
  • German is a plus

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