Senior IT Helpdesk Specialist

6 days ago

مصر الجديدة, Egypt Misr Technology Services Full time

**Responsibilities**:

- Acting as the first point in providing support in-house and at client locations (remote, onsite fill-in, or assignment).
- Identifying inquiries/problems and providing support &updates to all users on progress and completion of requests focused on VIP/Senior Management in head office and other occasional local/regional sites.
- Identifying, researching, and resolving technical problems on all corporate levels.
- Providing desktop support for computers and software through phone and direct contact with all users focused on VIP/Senior Management clients.
- Installing, repairing, and configuring PCs, peripherals, and other end user equipment including, phones, cell phones, MACs, iPhones and iPads.
- Maintaining documentation for all helpdesk and end user processes and procedures related to VIP/Senior Management and all users.
- Taking initiative and driving all aspects of the product in order to meet business unit requirements and deliver superior client satisfaction.
- Provide accurate information on IT products & services to all users.
- Direct unresolved issues to the next level of support personnel
- Follow-up and update end user’s status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team

**Qualifications**:

- Excellent English with a Bachelor's Degree in Computer Science or related field.
- ** Proficiency in English is a Must**:

- Minimum 4 years of desktop support experience in Helpdesk for both phone and desk side support in a Windows enterprise environment.
- Minimum 2-3 years of experience in a VIP support capacity
- End-user oriented.
- Able to adapt with different working conditions/locations.
- Proven experience with Windows 10 and MS Office 365.
- Experience in configuring and supporting iPhone, iPad and Android devices in Microsoft Exchange based networks.
- Experience with AV, WebEx and/or Zoom (configuration and support).
- Working knowledge of TCP/IP networks and internet protocols.
- Excellent interpersonal and customer service skills.
- Strong written and verbal communication skills.
- Excellent time management skills, motivated, reliable, and a self-starter.
- Problem Solver & excellent trouble shooting skills.
- Able to work extended and flexible hours.

**Additional Qualifications**:

- Understanding of Active Directory environment.
- Cisco IP Telephony phone administration experience.
- Global Protect VPN troubleshooting experience.
- RSA or similar two-factor authentication method experience.
- Citrix Workspace experience.
- Extensive experience working in a 700-user enterprise environment.
- A+ and N+ or other industry-related certifications
- Meeting rooms AV equipment
- Apple Macintosh Windows Experience
- Knowledge of a variety of Service Industry ticketing/work order generating and tracking systems.
- Asset Management experience
- ITIL v4 Foundations Certification
- VIP and/or C-level executive support specialization.

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