???? We're Hiring | Service Desk Engineer ????
???? Location: Egypt???? Position: Service Desk Engineer
???? Education & Experience✅ Bachelor's degree in Engineering, Computer Science, or a related field.✅ 3-6 years of relevant experience in Service Desk or IT Support roles.
???? Key Responsibilities???? Receive and log all tickets coming to the Service Desk.???? Provide first-level troubleshooting and support.???? Act as the first point of contact for customer issues and escalations.???? Route tickets to the concerned teams with all required details.???? Apply incident management procedures and policies.???? Own and monitor tickets until closure.???? Follow up on pending tickets and maintain ticket history.
???? Required Knowledge & Skills✅ ITIL Foundation Certification or equivalent knowledge.✅ Familiarity with Service Desk procedures.✅ Experience with ticketing systems such as Service Now or Remedy.✅ Knowledge of Operating Systems.✅ Network troubleshooting and configuration skills (CCNA is a plus).✅ Knowledge of VMware and Citrix virtualization technologies.✅ Knowledge of Active Directory.✅ Strong communication and customer service skills.✅ Strong problem-solving mindset and ability to manage priorities effectively.