IT Help Desk

Makaseb

Job Location:

Sheikh Zayed City - Egypt

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Job Responsibilities:

Respond promptly to incoming support requests via phone email chat or helpdesk ticketing system.
Gather relevant information to accurately diagnose and troubleshoot technical problems.
Provide solutions or guidance to users for resolving hardware software and network issues.
Document and track all support interactions in the helpdesk ticketing system.
Prioritize and categorize tickets based on severity impact and urgency.
Ensure timely follow-up and closure of tickets escalating more complex issues to higher-level technical teams.
Diagnose and resolve common desktop operating system (Windows macOS Linux) and application issues.
Perform basic network troubleshooting (e.g. connectivity Wi-Fi VPN).
Repair or replace hardware components such as PCs laptops printers and peripherals.
Create modify and disable user accounts in directory services (e.g. Active Directory).
Assist with password resets and account lockouts.
Maintain user access permissions based on security policies.
Install and configure approved software applications operating systems and patches.
Perform regular system checks and maintenance tasks.
Set up and deploy new hardware (computers printers mobile devices) following organizational standards.
Maintain detailed documentation of technical processes solutions and best practices.
Create end-user documentation FAQs and self-service materials to enhance user independence.
Contribute to and update internal knowledge-base articles.
Provide clear concise and courteous communication to users across all levels of technical understanding.
Manage customer expectations regarding timelines and issue resolution.
Collaborate with team members to share knowledge and improve internal processes.
Stay current with emerging IT trends technologies and best practices.
Suggest improvements to the helpdesk process to enhance user experience and operational efficiency.
Participate in ongoing training and skill development.

Job Requirements:

Bachelors degree in Information Technology Computer Science or a related field (or equivalent work experience).
Proven experience in a helpdesk or technical support role preferred.
Proficiency with common operating systems (Windows macOS Linux) Microsoft Office Suite and Google Workspace.
Knowledge of basic networking principles including TCP/IP DNS DHCP and VPN.
Understanding of security best practices for protecting users data.
Experience with ticketing systems ( Zendesk ServiceNow JIRA Service Desk).
Familiarity with remote support tools and methods.
Strong problem-solving and analytical abilities.
Excellent verbal and written communication skills.
Ability to manage multiple tasks and priorities in a fast-paced environment.
Demonstrated customer service orientation and interpersonal skills.

Benefits & Working Condition:

Working days: 5 days (Sunday : Thursday)
Working hours: from 9:00 AM to 6:00 PM
Health & Social Insurance
Discount on GYM Subscription
Location: Elsheikh Zayed

Job Responsibilities: Respond promptly to incoming support requests via phone email chat or helpdesk ticketing system.Gather relevant information to accurately diagnose and troubleshoot technical problems.Provide solutions or guidance to users for resolving hardware software and network issues.Docum...

Job Responsibilities:

Respond promptly to incoming support requests via phone email chat or helpdesk ticketing system.
Gather relevant information to accurately diagnose and troubleshoot technical problems.
Provide solutions or guidance to users for resolving hardware software and network issues.
Document and track all support interactions in the helpdesk ticketing system.
Prioritize and categorize tickets based on severity impact and urgency.
Ensure timely follow-up and closure of tickets escalating more complex issues to higher-level technical teams.
Diagnose and resolve common desktop operating system (Windows macOS Linux) and application issues.
Perform basic network troubleshooting (e.g. connectivity Wi-Fi VPN).
Repair or replace hardware components such as PCs laptops printers and peripherals.
Create modify and disable user accounts in directory services (e.g. Active Directory).
Assist with password resets and account lockouts.
Maintain user access permissions based on security policies.
Install and configure approved software applications operating systems and patches.
Perform regular system checks and maintenance tasks.
Set up and deploy new hardware (computers printers mobile devices) following organizational standards.
Maintain detailed documentation of technical processes solutions and best practices.
Create end-user documentation FAQs and self-service materials to enhance user independence.
Contribute to and update internal knowledge-base articles.
Provide clear concise and courteous communication to users across all levels of technical understanding.
Manage customer expectations regarding timelines and issue resolution.
Collaborate with team members to share knowledge and improve internal processes.
Stay current with emerging IT trends technologies and best practices.
Suggest improvements to the helpdesk process to enhance user experience and operational efficiency.
Participate in ongoing training and skill development.

Job Requirements:

Bachelors degree in Information Technology Computer Science or a related field (or equivalent work experience).
Proven experience in a helpdesk or technical support role preferred.
Proficiency with common operating systems (Windows macOS Linux) Microsoft Office Suite and Google Workspace.
Knowledge of basic networking principles including TCP/IP DNS DHCP and VPN.
Understanding of security best practices for protecting users data.
Experience with ticketing systems ( Zendesk ServiceNow JIRA Service Desk).
Familiarity with remote support tools and methods.
Strong problem-solving and analytical abilities.
Excellent verbal and written communication skills.
Ability to manage multiple tasks and priorities in a fast-paced environment.
Demonstrated customer service orientation and interpersonal skills.

Benefits & Working Condition: