- Handle the ticketing system by ensuring all tickets are handled within the SLA frame, using a service management tool to track, prioritize, and resolve issues efficiently, ensuring timely responses and customer satisfaction.
- Provide on/off-site technical support to all Allianz Egypt employees, addressing and escalating complex IT-related issues as needed, ensuring minimal downtime and swift issue resolution.
- Ensure all computers are patched and updated in accordance with IT management requirements, utilizing automated software management tools to apply updates, maintaining system security and performance.
- Follow up with contractors performing IT-related work by ensuring proper execution of tasks, monitoring their progress, and ensuring adherence to IT guidelines and project specifications.
- Coordinate and cooperate with all IT business units by facilitating collaboration and support, ensuring high-quality service delivery and assisting with IT projects as required, contributing to the overall success of IT operations.
- Maintain an up-to-date knowledge base of the most common system problems and solutions, updating documentation and support articles to enable quick troubleshooting and enhance operational efficiency.
- Write ad-hoc IT documentation, incidents, and investigation reports by accurately recording issues, resolutions, and investigation outcomes, providing a reference for future problem-solving and improving the overall knowledge base.
- Implement incident and problem resolution processes by following established protocols, ensuring timely resolution of issues, and minimizing disruptions to daily operations.
- Ensure adherence to IT process and change management by updating systems and procedures based on changes, maintaining compliance with organizational standards, and minimizing risks associated with system modifications.
- Promote information security awareness by educating employees on best practices and security protocols, reducing the likelihood of security breaches and protecting company data.
Bachelor’s degree in IT, computer science or any related field1 - 3 years of experience in a similar technical support roleProven technical expertise in critical business application developmentKnowledge of the insurance industry is an advantage