IT Support Specialist

2 days ago

Cairo, Cairo, Egypt Bupa Full time

Job Description:

IT Support Specialist Contract type: Permanent  

Shift pattern: Full-time – 40 hours per week

Location : Egypt, Cairo

We make health happen

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

Role Overview

As an IT Support Specialist at Bupa, your role is to provide expert technical analysis & fault resolution to Deskside, Software and Tech-Bar (where applicable) related problems and requests. You'll assist IT Colleagues in the resolution of infrastructure and software related support issues and provide an engaging and professional customer centric service that can be trusted and relied upon.

How you'll help us make health happen:

  • You will resolve customer IT support queries on a wide range of technologies.

  • Provide second line fault resolution against SLA for hardware related technology

  • Be part of the Tech-Bar rota which is our walk-up IT Service

  • You will take ownership of Bupa incidents, providing a face-to-face first-time fault resolution where possible and advice and guidance on Bupa IT policies and process.

  • Ensure that all interactions are logged in ServiceNow, updated, and progressed to resolution where possible

  • Where a first-time fix is not available, ensure the customer is informed on progress as defined in the SLA and service design.

  • You will work towards ensuring a positive customer IT experience for all our customers and attain high NPS scores in customer satisfaction.

Key Skills / Qualifications Needed For This Role

  • 2 years previous experience within a IT Support Specialist role

  • University degree in computer engineering or computer science

  • Strong Communication skills, both written and face to face.

  • Windows 10 and Apple Mac OS.

  • Office 365 and associated products and services such as Teams, Yammer, Intune, SharePoint, Multi Factor Authentication etc.

  • Security products – Bitlocker, Network Access Control, Cyberark, McAfee

  • IOS, Android for Work, Android Mobile.

  • SCCM, Active Directory, Azure AD.

  • Understanding of infrastructure components (e.g., Network, Azure, Citrix, Genesys PureCloud – as applicable)

Time Type:

Full time

Job Area:

Locations:

Egypt - Cairo

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