Senior Service Desk Engineer
Cairo, Cairo Governorate, Egypt
Posted on Sunday, November 5, 2023
- Provide technical support to end-users via phone, email, or in-person, addressing hardware, software, and network-related issues
- Manage and prioritize service desk tickets, ensuring timely resolution and adherence to service level agreements (SLAs)
- Escalate complex issues to the appropriate support teams or vendors, following established procedures
- Perform system upgrades, patches, and software installations as required
- Assist with user account management, including creating, modifying, and disabling user accounts and access privileges
- Troubleshoot network connectivity issues, including LAN, WAN, and VPN connectivity
- Collaborate with team members to share knowledge, resolve technical challenges, and improve service desk processes
- Continuously seek opportunities to improve customer satisfaction and service desk performance
- Bachelor’s degree in information technology, Computer Science, or a related field. Relevant certifications are a plus.
- 4+ years of experience in a service desk or technical support role, preferably in the fintech industry
- Good knowledge of desktop operating systems (Windows, macOS), hardware, and software applications.
- Good Experience troubleshooting network connectivity issues, including LAN, WAN, and VPN.
- Proficiency in incident management tools and service desk ticketing systems.
- Good in problem-solving and analytical skills, with the ability to diagnose and resolve technical issues efficiently