Technical Support Specialist

Key Performance Areas:

 Provide first-level technical support:

  • Respond promptly to incoming support requests via phone, email, and ticketing system.
  • Troubleshoot and resolve hardware and software issues, including desktop computers, laptops, printers, and peripherals.
  • Assist users with application issues and provide guidance on software usage.

Manage IT assets:

  • Utilize IT asset management software to track and inventory company devices and equipment.
  • Coordinate device deployment, maintenance, and disposal.

Remote support:

  • Provide remote technical assistance to users located in Egypt and Morocco.
  • Utilize remote access tools to diagnose and resolve issues.
  • Configuring SOHO routers, DVRs, NVRs, and Access Points.

User training:

  • Conduct training sessions on new software or hardware as needed.
  • Create and maintain user documentation and knowledge base guides.

Maintain IT infrastructure:

  • Assist with network and server administration tasks as required.
  • Ensure security and compliance with IT policies and procedures.

Documentation:

  • Create and update daily and weekly technical documentation reports by coordinating with the 2nd level of technical support supervisors .

Competency Framework:

Knowledge

  • Strong understanding of Windows operating systems, Mac OS, and common applications.
  • Proficiency in troubleshooting hardware and software issues.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Familiarity with remote support tools (e.g., Anydesk, TeamViewer, Remote Desktop).
  • Good knowledge of Networking essentials

 


Experience2+ years of experience in helpdesk or technical support.Experience with Google G-Suite Apps is preferred.Experience with IT asset management software (e.g., SnipeIT, Lansweeper).A+ Certification is preferred.Good in Arabic and English (written and spoken), excellent communication and presentation skills.AttitudeOpportunity to work in a dynamic and growing company.Remote work flexibility.Detail-oriented that help in closely monitor the business functions and prioritize for success.A self-starter who takes initiative, you have an interest in improving processes and scaling activity. You're energized by helping to solve problems and breaking down barriers.
تاريخ النشر: ٩ أكتوبر ٢٠٢٤
الناشر: Wuzzuf .com
تاريخ النشر: ٩ أكتوبر ٢٠٢٤
الناشر: Wuzzuf .com