Key Performance Areas:
Provide first-level technical support:
- Respond promptly to incoming support requests via phone, email, and ticketing system.
- Troubleshoot and resolve hardware and software issues, including desktop computers, laptops, printers, and peripherals.
- Assist users with application issues and provide guidance on software usage.
Manage IT assets:
- Utilize IT asset management software to track and inventory company devices and equipment.
- Coordinate device deployment, maintenance, and disposal.
Remote support:
- Provide remote technical assistance to users located in Egypt and Morocco.
- Utilize remote access tools to diagnose and resolve issues.
- Configuring SOHO routers, DVRs, NVRs, and Access Points.
User training:
- Conduct training sessions on new software or hardware as needed.
- Create and maintain user documentation and knowledge base guides.
Maintain IT infrastructure:
- Assist with network and server administration tasks as required.
- Ensure security and compliance with IT policies and procedures.
Documentation:
- Create and update daily and weekly technical documentation reports by coordinating with the 2nd level of technical support supervisors .
Competency Framework:
Knowledge
- Strong understanding of Windows operating systems, Mac OS, and common applications.
- Proficiency in troubleshooting hardware and software issues.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Familiarity with remote support tools (e.g., Anydesk, TeamViewer, Remote Desktop).
- Good knowledge of Networking essentials
Experience2+ years of experience in helpdesk or technical support.Experience with Google G-Suite Apps is preferred.Experience with IT asset management software (e.g., SnipeIT, Lansweeper).A+ Certification is preferred.Good in Arabic and English (written and spoken), excellent communication and presentation skills.AttitudeOpportunity to work in a dynamic and growing company.Remote work flexibility.Detail-oriented that help in closely monitor the business functions and prioritize for success.A self-starter who takes initiative, you have an interest in improving processes and scaling activity. You're energized by helping to solve problems and breaking down barriers.