- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
- Bachelor’s degree in computer science, computer engineering or IT. - Very strong command of Microsoft office products (must)- Working knowledge of Microsoft Windows 10/11 system, and PC/ laptop and hardware maintenance as well as basic networking, switching, and routing (must) and security and firewall basics (must). - Cisco Certified Network Associate, CCNA Routing and switching (preferable)- Microsoft Certified Systems Engineer (Server, 2012) (preferable)- Residence in Cairo (a must) and willingness to travel periodically to other areas and branches to provide support when needed. (must)- Experience working with a help desk ticketing system and remote support systems (preferable) - Excellent communication, teamwork, multi-tasking/ time management and problem-solving skills (must)- Learning-oriented and highly proactive (must).- A good command of the English language (must)- An Egyptian citizen (must)