L2 Technical Support

CME - Egypt - Cairo

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

The Key Responsibilities are:

Researching and identifying solutions to software and hardware issues.
Diagnosing and troubleshooting technical issues, including account setup and network configuration.
Asking customers targeted questions to quickly understand the root of the problem.
Tracking computer system issues through to resolution, within agreed time limits.
Talking clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
Properly escalating unresolved issues to appropriate internal teams (e.g., software engineers).
Providing prompt and accurate feedback to customers.
Referring to internal database or external resources to provide accurate tech solutions.
Ensuring all issues are properly logged.
Prioritizing and managing several open issues at one time.
Following up with clients to ensure their systems are fully functional after troubleshooting.
Preparing accurate and timely reports.
Documenting technical knowledge in the form of notes and manuals.
Maintaining jovial relationships with clients.

Requirements

Bachelor’s degree in Information Technology, Computer Science or a related field.
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, Help Desk Technician or similar role (2–3 years preferred).
Hands-on experience with Windows/Linux environments.
Good understanding of computer systems, mobile devices and other tech products.
Ability to diagnose and troubleshoot basic technical issues.
Ability to provide step-by-step technical help, both written and verbal.
Familiarity with remote desktop applications and help desk software (e.g., Zendesk).
Excellent problem-solving and communication skills in English (Native level required).
Ability to work on a shift from 4 PM to 1 AM Beirut Time Zone.

Disclaimer:

We use Zoho Recruit and other AI tools to help review and organize job applications (for example, reading CVs, reorganizing, and extracting CV information). These tools are only used to assist our team.

No hiring decision is made solely by automated means; all applications are subject to human review and assessment.

Apply on the Job Website

Post date: Today

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