Job Purpose

Provide full support “Fixing problems-Deployments-Upgrades” to all client-side related problems as a second line of support. Provided support covers operating systems, applications and SW, HW assessments, etc… Manage and support all client-side related projects, when it comes to new services provided, or new ideas introduced, for client machines located inside main buildings.

Report To Position Name

Providing support services to ETISALAT MISR Desktop Infrastructure Systems.Supporting Microsoft’s User Applications and Operating SystemsManage and Administrate Active Directory Objects creation, deletion, updating and cleanup.Supporting ETISALAT employees and outsourcing located at ETISALAT main buildings inside Cairo.Using remote supporting tools like (SCCM, remote desktop, dame ware, VNC) to remotely solve escalated incidentsSupporting ETISALAT MISR applications (CRM Applications, Internal Used Systems)Using HPSM engine application to respond to technical problems escalated from the first line of support.Resolving more than 90% of the reported problems on the spot to exceed the required internal SLA’s.Handling Mails forwarded to the IT Technical support team.Handing projects and tasks assigned to the IT Technical support team.Participate in deploying and installing new software packages and applications, in addition to the implementation of new technical projects and solutionsCreating and developing scripts and tools that automate certain daily tasks