KEY RESPONSIBILITIES

• Ensure coordination and management of the IT Help Desk and the timely resolution of requests according to SLAs.
• Have a deep understanding of dubizzle Egypt IT applications and core infrastructure.
• Provide Support for all IT-related matters and provide prompt and accurate feedback to users.
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Resolve network issues, configure operating systems and use remote desktop connections to provide immediate support.
• Assign appropriate access to users using dubizzle Egypt Tools and Services.
• Track computer system issues through to resolution, within agreed time limits.
• Talk users through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Use ITSM software, email and chat applications to give users quick answers to simple IT issues.
• Properly escalate unresolved issues to appropriate internal teams.
• Contact users via phone and/or provide clear, written instructions and technical manuals for more complex problems that require nuanced instruction.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals.
• Maintain an accurate IT inventory and asset repository using an IT asset management System.

Requirements

Qualifications

• BS degree in Information Technology, Computer Science, Computer Engineering or relevant field.
• Microsoft, Cisco, Linux or similar certification is a plus.

Experience

• Proven internship experience in one of the following( computer networks, IT, System Administration) or 1+ years of experience in the mentioned fields.

Knowledge

• Good understanding of computer systems, mobile devices and other tech products.
• Familiarity with remote desktop applications and help desk software (Optional).

Skills

• Excellent communication skills;
• Excellent problem-solving and communication skills;
• English proficiency is a must.

Traits

• Ability to provide step-by-step technical help, both written and verbal.
• Ability to diagnose and troubleshoot basic technical issues.
• Natural helper enjoys assisting people with computer issues.
• Ability to explain technical matters in simple terms.

Benefits

• A fast paced, high performing team.
• Comprehensive Health Insurance
• Life Insurance
• Rewards & Recognitions
• Learning & Development opportunities