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Technical Support Engineer

1 month ago

مصر, Egypt Interact Technology Solutions Full time

**Interact Technology Solutions is hiring Technical Support Engineer.**
- Receive end-user calls
- Log the end-user calls through the customer’s internal ticketing system
- Acting as the single point of communication for users & the IT department for all IT- related requests.
- Answer emergency and non-emergency calls from 09:00am to 10:00pm and document important information. In addition, dispatch the ticket queue.
- Respond to any issues and follow-up by coordinating with the appropriate departments or field units.
- Coordinating and working closely with all operating teams
- Identify potential problems or outages in a timely manner.
- Address problems and requests by transmitting information or providing solutions
- Providing resolution to level one.
- Alerting management when necessary for high visibility and critical issues.
- Maintaining documentation for all Service Desk and end-user processes and procedures.
- Fielding inquiries/problems and providing updates to all users on the progress and completion of requests.
- Following-up with users and technicians until the issue is resolved.
- Working with all levels of users.
- Creation of service tickets and service requests for technical support staff and create regular issues log analyses

**Job Requirements**:

- **Faculty of Engineering (computer or communications) is preferable**:

- Two years providing end-user support
- Able to work extended and flexible hours.
- Fluent English

**Familiar with the following**:

- Desktop operating systems, Active Directory, MS SCCM, MS exchange console, print server, and AV console.
- Principles of network systems
- MCP Microsoft certified professional
- Basic understanding of electrical safety procedure
- Customer Service oriented in the financial field.
- Ability to be a good listener and to really understand a customer problem or question and help them solve it.

نوع الوظيفة: دوام كامل