Engineer, IT Technical Support vois

2 weeks ago

مصر, Egypt Vodafone Full time

**Role Purpose**:

- Maintain, operate and support all company desktops and laptops.
- Design, build and deploy windows images and software packages.
- Patching desktops and laptops to meet the security standards.
- Implement the latest technologies and methodologies.
- Maintain and support Queue system, Meeting rooms, printers and Video Conference units.
- Willing to work according to in terms of the weekends and the public holidays according to business needs.
- Be involved in an on-call schedule to provide 24/7 support if required.
- Willing to travel outside /inside Cairo if required.

**Technical Operation**:

- Handling day-to-day desktops and laptops technical operations.
- Adhere to processes of ITIL best practices applied.
- Handling the daily health checks and operational excellence activities.
- Accountable for handling all incidents & service requests with high quality within SLA.
- Clear notification, alignment and follow-up for any high impact issues.
- Escalate and communicate problem issues to vendors and follow-up till resolution.
- Keep up to date with technology trends, new products versions and releases.
- Knowledge transfer, support and empowerment of the first line of support.
- Knowledge transfer, assistance, support and educate new team members.
- Responsible for proper operation in terms of configuration, changes, implementation, rollout and preparation for all operated services and all new updates.
- Follow proper service/product deployment life cycle with proper testing on pre-production environments.
- Ensure all changes controlled, tracked and replicated across environments according to processes.
- Define and maintain the problem management procedure.
- Periodically review effectiveness and efficiency of the problem management process.
- Coordinate between various support teams to identify the root cause of a problem and find workaround or solution.
- Ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem.
- Deploy all new S/W, OS and windows update releases on the production.
- Coordinate between the business partner and IT department.
- Handle new projects ideas till getting live.

**Projects Support**:

- Successfully execute all project activities assigned on-time with high quality.
- Ensure accurate and timely progress & status reporting.
- Immediate escalation of issues that could affect project delivery.
- Coordinate between various support teams to identify the root cause of a problem and find workaround or solution.
- Investigate, identify, and resolve the root cause of a problem.
- Deploy all new S/W, OS and windows update releases on the production.
- Coordinate between the business partner and Office IT department.
- Handle new projects ideas till getting live.

**Customers’ Management**:

- Perform customer laptop/desktop quality check.
- Follow up with customer and handle corrective actions till closed.
- Build strong healthy relationship with customer avoiding negative feedback on personal and professional levels.

**Crisis Management & Escalations**:

- Fully comply with high priority incidents and crisis situation management processes.
- Escalate to vendor and management when needed.
- Ensure professional technical and business communication being executed with high quality and on-time to proper stakeholders.
- Always think of customer and how we could help increasing productivity and avoid negative feedback or escalations.

**Communication**:

- Proper accurate, timely and clear communication to management in business language as per agreed internal templates and processes.
- Communicate with cross functional groups and committees as required to handle cross projects or issues.
- Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.

**Key Accountabilities and Decision Ownership**:

- Properly adhere to desktop service level agreements.
- Achieve KPIs & SLA compliance.
- Provide Vodafone staff with up-to-date desktop tools to enable them to accomplish their work better and reflect company image.
- Skill Set Development and Research.
- Teamwork, Appearance, and Professional attitude.

**Core Competencies, Knowledge and Experience**:

- IT services Operation & delivery (ITIL based).
- Service Support and troubleshooting.
- Professional Business communication.

**Must Have Technical / Professional Qualifications**:
**Education**:

- BSC in Engineering or Computer Science

**Work Experience**:

- +5 years of experience in IT Support.
- Detailed technical knowledge relating to configuration management and automated deployments.
- Experience in Microsoft environment with Windows10 Enterprise, Office 2016, Internet Explorer and Edge.
- Experience in Windows Server and Active Directory platforms.
- Ability to provide technical support on both software and hardware including but not limited to PCs, printers, and mobile computin

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