We are looking for Mid-Senior and Senior Helpdesk Support Engineers to join the Ebtikar team in its expanding capacity to meet the technical needs of our support center. You will be responsible for setting up and maintaining the stability of the center at launch and providing technical support as the first line for our agents and customers.
We develop innovative software solutions, including ERP systems and ECM archiving software. Your role will be to ensure that the devices installed for clients are well-configured to guarantee seamless operations. You will also be responsible for managing the internal network (voice & internet), maintaining servers, providing first-line support, and managing the inventory of devices such as computers, tablets, and data SIM cards.
Responsibilities:
- Provide technical and product support to internal and external customers via phone and remote online sessions using Zoom and TeamViewer applications.
- Troubleshoot issues, identify root causes, and document solutions.
- Communicate solutions to customers effectively.
- Assist in managing the internal office network and desktop systems.
- Follow up with new customers to schedule online training and software installations.
- Maintain frequent communication between customers, sales representatives, and the technical team.
- Resolve customer issues promptly, ensuring high levels of customer satisfaction.
- Assist customers with software installations and updates via remote access using Zoom and TeamViewer.
- Document activities in our proprietary support platform.
- Perform additional tasks as required, including special projects.
- Provide remote technical support using Zoom and TeamViewer and communicate with customers globally.
Working Hours:
- 10:00 AM - 07:00 PM or 12:00 PM - 10:00 PM, 6 days a week.
Responsibilities:Provide technical support for incoming queries related to computers, tablets, software, and hardware.Respond to queries in person, over the phone, or via email.Train users on computers and tablets.Maintain daily performance of computer systems.Guide customers through problem-solving processes.Install, modify, and repair computer hardware and software.Perform system clean-ups and run diagnostic programs to resolve issues.Configure and troubleshoot Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.Follow up with customers to ensure issues are resolved.Gather customer feedback on system performance.Run reports to identify recurring malfunctions.Configure and install camera networks and systems.Preferred Qualifications (Not Required but Appreciated):Experience with Microsoft GP.Good knowledge of MSSQL/MySQL.Experience in using, administering, and/or implementing ERP systems is a significant advantage.1+ years of experience with accounting software and inventory accounting.1+ years of experience working with Microsoft SQL Server.