Technical Support Engineer
Entry Level – Full time
Receive technical tickets from helpdesk through provided tools.
Resolve hardware problems as well as software related problems.
Research and identify solutions to software and hardware issues.
Diagnose and troubleshoot technical issues.
Ask customers targeted questions to quickly understand the root of the problem.
Track users’ issues through to resolution, within agreed time limits.
Talk clients through a series of actions.
Properly escalate unresolved issues to appropriate internal teams when in need (e.g. Technical Management)
Provide prompt and accurate feedback to customers.
Refer to internal database or external resources to provide accurate tech solutions.
Ensure all issues are properly logged.
Prioritize and manage several open issues at one time.
Follow up with clients to ensure their environment is fully functional after troubleshooting.
Prepare accurate and timely reports.
Document technical knowledge in the form of notes and manuals.
Great Cairo coverage for all calls and visits (with ability to travel if needed)
Receive different updated training and workshops as a part of requirements and self-development including Hardware and Software.
Requirements
Bachelor of Engineering (Mechanical – Electronics)
Fresh Grads are very welcome
Demonstrated ability to diagnose and repair electrical/mechanical problems
Experience creating and implementing preventive maintenance programs
Excellent analytical and problem-solving skills
Ability to work independently and remotely
Army exempted/service certificate required
Good spoken and written English (Test)
Good Microsoft 365 skills (Test)
Basic Technical Knowledge (Test)
Familiar with utility systems and applications (ERP - Ticketing)
Mean of transportation (Car – Motorcycle)