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Technical Support

2 weeks ago

Cairo, Egypt Qsource Business Services Full time

Qsource is hiring Technical Support for an International Company working in the pharmaceutical field located in New Cairo.

Job Requirements:

- Bachelor’s degree
- Minimum 1-2 years of experience
- Helpdesk and customer service background (First line support )
- Prefer Masr El-Gedida, New Cairo, Nasr City
- Graduated from Computer Science or related
- Very-Good command of English
- V.Good in MCSA
- Good in CCNA
- Good communication skills

Job Description:

- Provide first-line support on issues related to Operating system, connectivity, MS office including MS Outlook, Meeting room systems, and Office IT equipment.
- Log IT ticket for incidents and follow thru to resolution. Update ticket details as incidents are managed until completion. Regularly review incident tickets and improve FCR (First Call Resolution).
- Responsible for the day-to-day IT operations, scheduling, and technical support of the company’s infrastructure and computers, etc.
- Support the company’s WAN & LAN environment and coordinate with Global & local vendors for support. Work with in-country telecom providers to review and select the best connectivity (Internet, WAN & Mobile services) solutions.
- Accountable for support and maintenance of printers, Meeting room automation, Video Conference systems, Telephone systems, Digital Signage system, and access control systems.
- Act as the primary contact for our customers as the “face of IT”
- Promoting a welcoming and engaging service/environment to make sure we deliver an excellent customer contact experience
- Analyze the customer’s needs utilizing analytical skills to develop appropriate and innovative solutions as required
- Triage technical queries and identify if the issue can be resolved quickly within an appropriate time frame
- Liaise with other IT Teams, as necessary in order to resolve faults, keeping the customer fully updated on the next steps
- Ensure all customer interactions are recorded as tickets within ServiceNow
- Make sure escalations are dealt with, managed, and minimized whilst remaining calm in situations of conflict
- Process any returned IT equipment in accordance with Asset Management obligations
- Ensure the onsite & service desk service is running in accordance with the global SOP
- Support the local onboarding and offboarding IT processes to assist with driving a successful IT experience