Leeds - Egypt - Giza

Experience: 2 to 4 years

Salary: Confidential

Employment: Full Time

Gender: Male

Education: Bachelor's Degree","translations":{"name":{"ar":"درجة البكالوريوس","en":"Bachelor's Degree

Serve as the first point of contact for all IT support requests and incidents.
Provide timely assistance for hardware, software, and network issues, responding to 90% of requests within 1 business day.
Diagnose problems remotely, run diagnostics, and apply effective solutions, resolving 85% of issues on first contact.
Escalate complex issues when necessary and follow up with users to ensure satisfaction.
Maintain an escalation rate below 10% and user satisfaction above 90%.
Troubleshoot and maintain LAN/WAN performance to ensure 99% system uptime monthly.
Create, configure, and deactivate user accounts and emails securely, processing 100% of requests within 1 week.
Install, configure, and repair IT equipment to maintain optimal performance, completing 95% of requests within SLA timelines.
Log all support requests, incidents, and resolutions accurately in the IT ticketing system, ensuring 100% documentation compliance.
Conduct preventive maintenance on IT systems and devices to avoid downtime.
Optimize hardware and software resources to achieve 5–10% annual IT expense reduction.
Support IT process improvements and contribute to higher service efficiency and reliability.

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