- Research and identify solutions to software and hardware issues
- Receiving customer needs, identifying the necessary spare parts, appropriate services, and required maintenance
- 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
Technical support engineersAt least 3 years’ experience in maintenance and spare partsmust have high communication & flexibility skillsB.E Engineering is preferred; any qualifications can apply but experience is mustPrefer femaleWork location Cairo branch , Al-Mirghani, Heliopolis