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