Farouk medhat Medhat

Senior IT specialist L2Full Time

• Job Details:Provides IT support for 35+ countries across USA, Canada, Europe, and the APAC region. Systematically interprets user issues, identifying solutions while assessing potential side effects. Utilizes experience to troubleshoot user problems and interrogates databases for possible resolutions. Escalates complex or unresolved incidents to the appropriate teams. Records and tracks issues from initiation to resolution, ensuring transparency and efficiency. Responds proactively to daily operational needs during change management, preventing service disruptions while adhering to SLAs and information security standards. Addresses common service requests by providing necessary information to enable prompt fulfillment. Efficiently allocates unresolved calls and incidents to the appropriate teams. Maintains comprehensive records, keeps users informed of the resolution process, and ensures relevant stakeholders are updated on actions taken. This highlights your global impact while keeping the description professional and engaging.

IT SpecialistFull Time

• Job Details:- Installing and configuring computer hardware, operating systems and applications according to best practices and standards. - Replacing parts as required and ensuring optimal performance and functionality of the systems. - Troubleshooting system and network problems and diagnosing and solving hardware or software faults using various tools and methods. - Ensures compliance with RATP IT policies, process and procedures. - Monitoring Help Desk tickets and resolving user issues in a timely and professional manner. - Setting up new users' accounts and profiles and dealing with password issues following security policies and procedures. - Supporting the roll-out of new applications or updates and providing training and guidance to users as needed. - Resolve assigned customer technical issues (diagnosis, intervention, alert) and escalate as required, within a proper time frame. - Meet SLA’s and maintain high customer satisfaction ratings. - Communicate to customers clearly, effectively and professionally using appropriate channels and etiquette. - Manage materials resources efficiently and responsibly.

IT specialistFull Time

• Job Details:Installation of devices in new store openings. Providing remote technical support services to the country and other countries on business needs. (Cash register, handheld terminal, computer), Ensuring the operability of IT materials, Ensuring that the sales in the store do not stop. Supporting the computers of office workers and local field workers in the country where they are located, with the guidance of the team in the Head office. Establishment of cash register systems and the infrastructure connected to it in opening new stores. Ensuring that the actions such as discounts and campaigns defined in the center are applied to the store, technically working properly, and transferred to the store's cash register. Disassembling the devices installed at the closing of the stores, keeping them to be used in the next store, and sending them to the relevant place. Giving necessary training to store employees about cash register systems. Inventory and stock follow-up of purchased devices. Assisting the purchasing department during the purchasing of the devices to be purchased, determined by the central team. Local purchasing of related IT materials and follow-up of warranty. Providing support during the working hours of the store, in case of emergency, including weekends and public holidays. Concluding the requests in the Helpdesk system within the specified resolution times. Forwarding the issues concerning the IT unit in the field to the central office. Managing the process between the store and the central office by conveying the problems encountered by the end-user on the system to the relevant departments in central computing. On-site intervention in case of malfunction of the devices in the field