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Job Description

Key Responsibilities:
• Manage the IT Support staff to provide 1st and 2nd level technical support; answering support queries via the telephone, using remote desktop tools or should the need arise attendance to users place of work.
• Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles
• Take overall responsibility for incident management and request fulfilment on the IT Support.
• Ensure staff take ownership of user problems and be proactive when dealing with user issues.
• Act as a further escalation point for unresolved or escalated calls, respond to enquiries from users, and help them resolve any hardware or software problems.
• Support users in the use of Computer equipment by providing necessary training and advice and allocate more complex calls to the relevant IT Support member.
• Contribute to and comply with LinkDev... MIS Polices & the IT Operations Manual.
• Ensuring knowledge management systems and documentation are kept up to date and maintain a log of any software or hardware problems detected
• Increase the Availability of self-help capability, such as through providing on-line FAQs and help documentation for common issues across IT Support by providing and continuously update a list of frequently asked questions (FAQs) regarding the Services and publish FAQs lists for LinkDev in a format that can easily be published on Link Dev’s intra site on a monthly basis, or as requested by Management.
• Develop, document, and support/execute processes regarding interfaces, interaction, and responsibilities between Level 1 Support personnel, Level 2 Support personnel, and any other internal or external persons or entities that may either submit an Incident or receive an Incident.
• Mentor staff to improve the capabilities and usefulness of the IT Support team and perform any other task or activity that will contribute to the successful operation of LinkDev
• Identify potential Users’ training requirements (such as basic skills in Windows), and provide Knowledge Management recommendations for training actions to LinkDev Users.
• Manage IT assets, ensuring accurate tracking and record-keeping of all company hardware, including laptops, desktops, printers, and other peripherals.
• Regularly perform hardware audits and maintain an up-to-date inventory of all IT assets.
• Develop and implement procedures for effective asset management, ensuring optimal utilization and maintenance of IT hardware.

Job Requirements

• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10, 11, Office 2021 and Microsoft Apps 365.
• Good understanding of laptops hardware set-up and configuring.
• Excellent telephone manner and language communication skills.
• Strong Knowledge in Securing Laptops with various technologies.
• A demonstrated focus on customer service excellence (Mandatory)
• Excellent Communication skills (Mandatory)
• Ability to take a leadership role in IT incident escalations.
• Ability to provide leadership in customer service and customer communication.
• Strong negotiation skills, Self-motivated, with strong ability to work both independently and with teams and managers as appropriate.
• Familiar with ticketing systems such as Manage engine 'Service Desk Plus’
• Technology related certification ( MCITP or O365 certified, CompTIA A+, ITIL) is preferred
• Proven experience in IT support and managing a team of minimum 3 members for at least a year.
• Proficiency in Kaspersky anti-virus or similar security systems
• Understanding of endpoint security and system updates.
• Bachelor's degree in information technology, Computer Science or Engineering.
• From 4-6 years of experience in this field.
• Self-Starter, resourceful, great problem solver
Cairo Egypt


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