- Follow-up on the ticketing system through recording, handling and updating the status of any requests received on the ticketing system or emails to phone calls through:
- Responding to requests for technical assistance in person, via phone, chat or email
- Diagnosing and resolving first line technical hardware and software issues
- Researching questions using available information resources
- Advising user on appropriate action
- Following standard help desk procedures
- Logging all help desk interactions
- Administer help desk software
- Follow-up with customers and users to ensure complete resolution of issues
- Redirect problems to correct resource
The above-mentioned responsibilities include the following tasks:
- Computers and laptops Hardware and Software set-ups.
- Ensure that employees working remotely have the needed access on the network and can perform their work smoothly
- Creating new users and assigning to them all necessary relevant access.
- Receive and deliver users the IT equipment.
- Identify and escalate situations requiring urgent attention
BSC of engineering or computer scienceFrom 2 to 4 years of experienceCCNA/MCSA is an advantageMicrosoft windowsWin10 and Win11.Office 2019, and Office 365.LAN, WAN troubleshooting.Good analytical skills for troubleshooting various applicationsAntivirus and antispyware software awarenessWorking knowledge with Manage Engine Ticketing /Inventory SystemA working knowledge with switches, routers, firewalls fundamentals.A working knowledge with AD, DNS, DHCP.A working knowledge with Microsoft infrastructureUnderstanding of Network, Voice and Security basicsProvide support to staff on all company supported applications.Troubleshoot computers/users’ problems and determine sourceWork according to the IT guidelines