Job Description

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 (e.g.,Zammad, 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