Job Description
Duties and Responsibilities
Your main responsibilities in this role include the following:
Provide users with the right solution and highlight the products’ benefits.
Adhere to the SLA between first line of support team and customer.
Adhere to the SLA between Help desk Support team and the first line of support.
Help end-users in the setup Microsoft and CISCO products in response to the trouble tickets assigned by the first.
Escalate and communicate user’s problems to the 3rd line of support.
Contribute in the testing and training of the new products and patching level in order to support them.
Train the first line of support team on the new products to the extent that helps them delivers their role as a first line of support.
Prepare hardware and software inventory and update our inventory sheet.
Install, Build, Deploy virtual images and physical PCs (HW /SW).
Troubleshooting basic network (WiFi, DHCP, DNS and Active Directory).
Upgrade, Configure workstations and peripheral components.
Data-center activities (Blade & Rack Mounted servers).
Identify, research, and resolve hardware, software problems.
Basic Windows scripting ability.
Performs other related duties and assignments as assigned by supervisors.
Ensure all policies and procedures are adhered.
Deploy software packages using Microsoft SCCM.
Follow up Microsoft SCOM Alerts.
Job Requirements
Bachelor’s degree in Computer Science, Computer Engineering and other related degree.
MCSA knowledge.
General applications operational skills (troubleshooting, scripting) is mandatory.
Interpersonal organization.
Dedication, sense of ownership.
Ability to work in teams.
Excellent oral and written communication skills.
Must be team oriented.
Must have technical support experience via the phone and via direct customer facing.
Must have systems support experience, preferably in a large production environment
Experience in working with professionals from other cultures
Ability to work in shift basis
The ability to work under stress and meet deadlines.
Possible travel to job sites to provide hands-on assistance with installation, training or service.
Occasional weekend duties, such as providing on-call or remote weekend help-desk support.
Job Details
Company/Organization: e-Finance Egypt
Vacancy Type: Full-time Job
Job Functions: Information Technology/Engineering
Job Location: Smart Village, Egypt
Application Deadline: N/A
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