Duties and responsibilities
- Serve as the first point of contact for employees seeking technical assistance over the ticket system, phone, or email and ensure they are resolved in a timely manner based on the daily priority list.
- Follow and implement the company's data security rules.
- Ensuring security and upgrades are applied to desktops and laptops and kept up to date.
- Following up with clients to ensure the problem is resolved.
- Perform remote troubleshooting through diagnostic techniques.
- Evaluates system potential by testing the compatibility of new programs with existing programs.
- Diagnosing and solving Server software or applications faults (Antivirus Microsoft Office ..Etc.).
- Processing customer correspondence Handle escalated calls or escalated customer issues.
- Achieve Key Performance Indicator targets to meet business goals and objectives.
- Keep inventory of all IT equipment, software, and license users.
Qualifications
- Experience of 1 year in a similar field.
- MCSA Certification is a preferred.
- N+ Certification is preferred.
- A+ Certification is preferred.
- Basic network troubleshooting is a must.
- Excellent written and verbal communication skills.
- Ability to handle tasks under pressure.
- Excellent English Commands.
- Strong documentation skills.
- An ability to follow internal processes.
