- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Higher education (Bachelor's - BA).3-5 years of experience in maintaining printers and scanners, providing the necessary technical support, CCTV systems work, maintenance and installation, and dealing with ERP systemsGood proficiency in Arabic and EnglishA+ - MCSA