● Research and identify solutions to software and hardware issues
● Diagnose and troubleshoot technical issues, including account setup and network configuration
● Ask customers targeted questions to quickly understand the root of the problem
● Track computer system issues through to resolution, within agreed time limits
● Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
● Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
● Provide prompt and accurate feedback to customers
● Refer to internal database or external resources to provide accurate tech solutions
● Ensure all issues are properly logged
● Prioritize and manage several open issues at one time
● Follow up with clients to ensure their IT systems are fully functional after troubleshooting
● Prepare accurate and timely reports
● Document technical knowledge in the form of notes and manuals
● Maintain jovial relationships with clients
B.Sc. degree in electronics and communication engineering is a Must.Excellent presentation and professional written communication skillsFluency in EnglishExcellent computer and software skills1-5 years of experience in technical support, customer service, or system support.Must have knowledge to troubleshoot and explain in detail various technical applications based on latest technologies in electronics and communication field.Ability to handle multi-tasks to achieve specific and strategic goals set by supervisors and management.Egyptians only.