Job Description
Integrated Diagnostics Holdings IDH is currently recruiting for an IT Operations Support
Duties and Responsibilities
Your main responsibilities in this role include the following:
Serve as the first point of contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Provide first level of support for all Information Technology products and services; support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
Receive and record technical and/or application support calls from end users.
Provide initial assessment of urgency and business impact on all support calls.
Provide investigation, diagnosis, resolution and recovery for hardware/software problems.
Escalate unsolved issues to second or third level in accordance with Help Desk escalation processes.
Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
Records required customer and problem information in the Help Desk Ticketing System.
Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
Manage service requests, software installations, new computer setups, upgrades, etc.
Engages in research and in-depth troubleshooting to resolve technical issues. Consults with full-time staff when necessary.
Job Requirements
Bachelor of Engineering / Telecommunication/ Computer science
1 to 2 years of experience in technical support field
MCSA is a must
Network LAN and WAN knowledge is a must
Linux Knowledge preferred
Excellent listening and questioning skills, combined with the ability to interact Confidently with clients (Employees) to establish what the problem is and explain the solution.
Job Details
Company/Organization: Integrated Diagnostics Holdings
Employment Type: Full-time Job
Job Functions: Information Technology, Project Management, Business Development
Job Location: Cairo, Egypt
Application Deadline: N/A
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