IT Help Desk

• Follow-up on the ticketing system through recording, handling and updating the status of any requests received on the ticketing system or emails to phone calls through:
• Responding to requests for technical assistance in person, via phone, chat or email
• Diagnosing and resolving first line technical hardware and software issues
• Researching questions using available information resources
• Advising user on appropriate action
• Following standard help desk procedures
• Logging all help desk interactions
• Administer help desk software
• Follow-up with customers and users to ensure complete resolution of issues
• Redirect problems to correct resource

The above-mentioned responsibilities include the following tasks:

• Computers and laptops Hardware and Software set-ups.
• Ensure that employees working remotely have the needed access on the network and can perform their work smoothly 
• Creating new users and assigning to them all necessary relevant access.
• Receive and deliver users the IT equipment.
• Identify and escalate situations requiring urgent attention

• BSC of engineering or computer science
• From 1 to 3 years of experience
• CCNA/MCSA is an advantage
• Microsoft windowsWin10 and Win11.
• Office 2019, and Office 365.
• LAN, WAN troubleshooting.
• Good analytical skills for troubleshooting various applications
• Antivirus and antispyware software awareness
• Working knowledge with Manage Engine Ticketing /Inventory System
• A working knowledge with switches, routers, firewalls fundamentals.
• A working knowledge with AD, DNS, DHCP.
• A working knowledge with Microsoft infrastructure
• Understanding of Network, Voice and Security basics
• Provide support to staff on all company supported applications.
• Troubleshoot computers/users’ problems and determine source
• Work according to the IT guidelines