• Integrated Diagnostics Holdings Careers | IT Operations Support

    Integrated Diagnostics Holdings Careers | IT Operations Support

    Location: Cairo, Egypt

    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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