drjobs Help Desk Engineer العربية

Help Desk Engineer

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1 Vacancy
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Jobs by Experience drjobs

Not Mentionedyears

Job Location drjobs

Cairo - Egypt

Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Nationality

Egyptian

Gender

Male

Vacancy

1 Vacancy

Job Description

Roles and responsibilities

Responding to customer inquiries and providing technical support via phone, email or chat
Troubleshooting hardware and software issues
Diagnosing and resolving network issues
Documenting all issues and resolutions in our ticketing system
Escalating issues as necessary to senior-level technicians
Collaborating with team members to identify trends and implement solutions
Staying current with industry advancements and sharing knowledge with colleagues
Technical Support: Providing first-line technical support for hardware, software, and network issues via phone, email, or in-person.

Troubleshooting: Diagnosing and resolving user-reported problems related to computer systems, applications, and network connectivity.

User Management: Managing user accounts, including creation, modification, and termination of access permissions in systems and applications.

Hardware Setup: Assisting with the setup, installation, and configuration of computers, peripherals, and other IT equipment.

Documentation: Maintaining accurate records of support requests, resolutions, and IT inventory in a ticketing system.

System Maintenance: Performing routine maintenance tasks, including software updates, antivirus checks, and backups.

Training and Guidance: Providing users with training and guidance on best practices for using hardware and software applications.

Escalation: Identifying complex issues that require advanced technical support and escalating them to higher-level IT staff when necessary.

Customer Service: Ensuring a high level of customer service and satisfaction by responding promptly and courteously to user inquiries.

Continuous Improvement: Contributing to the development of knowledge base articles and improving support processes and documentation.


Desired candidate profile

A bachelor's degree in Information Technology or a related field
1-2 years of experience in a help desk or technical support role
WordPress knowledge
Excellent communication skills
Exceptional problem-solving and critical thinking abilities
Knowledge of Windows and Mac operating systems
Basic understanding of network infrastructure, TCP/IP, and DNS
Ability to work well in a team-oriented environment
Knowledge of Active Directory and virtual environments is a plu
Technical Proficiency: Strong knowledge of operating systems (e.g., Windows, macOS), software applications, and basic networking principles.

Troubleshooting Skills: Excellent problem-solving skills to diagnose and resolve technical issues effectively.

Communication Skills: Strong verbal and written communication skills for interacting with users and documenting support issues.

Customer Service Orientation: A commitment to providing exceptional service and support to end-users.

Time Management: Ability to manage multiple support requests and prioritize tasks effectively.

Experience:
Technical Certifications: Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent are a plus.

Personal Attributes:
Problem Solver: A proactive approach to identifying and resolving technical problems.

Team Player: Ability to work collaboratively with other IT team members and departments.

Adaptability: Willingness to learn new technologies and adapt to changing IT environments.

Employment Type

Full-time

Department / Functional Area

Engineering

About Company

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