Technical Support Agent

JoviTronix -
Sheikh Zayed, Giza

Technical Support Agent

Full Time

Hybrid

JoviTronix -
Sheikh Zayed, GizaPosted 1 month ago

74Applicants for1 open position

57Viewed

7In Consideration
0Not Selected

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Job Description

Help Desk Duties
- Respond to technical support requests via phone, email, or ticketing system.
- Troubleshoot hardware, software, and networking issues remotely.
- Provide user training and technical guidance on software/hardware usage.
- Log and track issues, ensuring timely resolution and customer satisfaction.
- Escalate unresolved issues to higher-level technical teams when necessary.

Field Service Duties
- Perform on-site installation, repair, and maintenance of equipment (e.g., loss prevention systems, security gates, footfall counters).
- Conduct scheduled preventative maintenance.
- Diagnose and resolve technical faults on-site.
- Coordinate with store managers or client representatives for site access, service visits and operational needs to ensure minimal disruption to their operations.
- Coordinate and communicate with vendors technical support to resolve complex faults.
- Document all field service activities and maintain service logs.

Job Requirements

Requirement Skills

- Solid understanding of Windows operating systems and Microsoft Office.
- Basic knowledge of networking concepts (LAN, WAN, TCP/IP).
- Basic knowledge of hardware diagnostics and troubleshooting.
- Experience with help desk ticketing systems.
- Ability to install and configure low current systems like Electronic Article Surveillance, footfall counters, or similar retail technologies (preferred).
- Strong communication and interpersonal skills.
- Customer-oriented attitude with a focus on problem solving.
- Ability to work independently and under pressure.
- Time management and prioritization skills.
- Attention to detail and thorough documentation habits.
- Ability to lift and handle technical equipment.
- Willingness to work flexible hours, including weekends or evenings when needed.
- Availability to respond to emergency service calls.

Job Requirements
- Education: Bachelor's degree in Computer Engineering, Electronics, Information Technology or related field.

- Experience: 3-5 years of experience in technical support and/or field service roles.
- Language: Good command of English written and spoken.