Duties and responsibilities

• Serve as the first point of contact for employees seeking technical assistance over the ticket system, phone, or email and ensure they are resolved in a timely manner based on the daily priority list.
• Follow and implement the company's data security rules.
• Ensuring security and upgrades are applied to desktops and laptops and kept up to date.
• Following up with clients to ensure the problem is resolved.
• Perform remote troubleshooting through diagnostic techniques.
• Evaluates system potential by testing the compatibility of new programs with existing programs.
• Diagnosing and solving Server software or applications faults (Antivirus Microsoft Office ..Etc.).
• Processing customer correspondence Handle escalated calls or escalated customer issues.
• Achieve Key Performance Indicator targets to meet business goals and objectives.
• Keep inventory of all IT equipment, software, and license users.

Qualifications

• Experience of 1 year in a similar field.
• MCSA Certification is a preferred.
• N+ Certification is preferred.
• A+ Certification is preferred.
• Basic network troubleshooting is a must.
• Excellent written and verbal communication skills.
• Ability to handle tasks under pressure.
• Excellent English Commands.
• Strong documentation skills.
• An ability to follow internal processes.
  

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