L2 Technical Support

CME

Employer Active

Posted 18 hrs ago

Experience

3 - 5 Years

Job Location

Egypt - Egypt

Education

Bachelor of Science(Computers)

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

The responsibilities of the Technical Support includes:

  • Researching and identify solutions to software and hardware issues.
  • Diagnosing and troubleshooting technical issues, including account setup and network configuration.
  • Asking customers targeted questions to quickly understand the root of the problem.
  • Tracking computer system issues through to resolution, within agreed time limits.
  • Talking clients through a series of actions, either via phone, email or chat, until they ve solved a technical issue.
  • Properly escalating unresolved issues to appropriate internal teams (e.g. software developers).
  • Providing prompt and accurate feedback to customers.
  • Referring to internal database or external resources to provide accurate tech solutions.
  • Ensuring all issues are properly logged.
  • Prioritizing and managing several open issues at one time.
  • Following up with clients to ensure their systems are fully functional after troubleshooting.
  • Preparing accurate and timely reports.
  • Documenting technical knowledge in the form of notes and manuals.
  • Maintaining jovial relationships with clients.

Desired Candidate Profile

Requirements
  • BS degree in Information Technology, Computer Science or relevant field.
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, Help Desk Technician or similar role.
  • Hands-on experience with Windows/Linux environments.
  • Good understanding of computer systems, mobile devices and other tech products.
  • Ability to diagnose and troubleshoot basic technical issues.
  • Ability to provide step-by-step technical help, both written and verbal.
  • Familiarity with remote desktop applications and help desk software (eg. Zendesk).
  • Excellent problem-solving and communication skills in English (Native level Required).

Company Industry

  • IT - Software Services

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • L2 Technical Support

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CME

https://gotocme.zohorecruit.com/jobs/Careers/298012000017796145/