IT Help Desk Engineer
EGIC -
Manial, Cairo
Job Details
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Job Description
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.
Job Requirements
Academic & professional qualifications:
- Bachelor’s degree of Computer Science, computer engineering or software engineering.
Experience:
- 2-3 years of experience as a technical support.
- Knowledge of the updates in the market whether it is an update in hardware or software.
- Knowledge of principles and basics of computer science.
Skills and Abilities:
- Advanced interpersonal and Communication skills.
- Ability to analyze problems and provide clear recommendations.
Language Proficiency:
- Very Good at English (verbal and written).
