Technical Support Engineer

• Entry Level – Full time

• Receive technical tickets from helpdesk through provided tools.

• Resolve hardware problems as well as software related problems.

• Research and identify solutions to software and hardware issues.

• Diagnose and troubleshoot technical issues.

• Ask customers targeted questions to quickly understand the root of the problem.

• Track users’ issues through to resolution, within agreed time limits.

• Talk clients through a series of actions.

• Properly escalate unresolved issues to appropriate internal teams when in need (e.g. Technical Management)

• Provide prompt and accurate feedback to customers.

• Refer to internal database or external resources to provide accurate tech solutions.

• Ensure all issues are properly logged.

• Prioritize and manage several open issues at one time.

• Follow up with clients to ensure their environment is fully functional after troubleshooting.

• Prepare accurate and timely reports.

• Document technical knowledge in the form of notes and manuals.

• Great Cairo coverage for all calls and visits (with ability to travel if needed)

• Receive different updated training and workshops as a part of requirements and self-development including Hardware and Software.

Requirements

• Bachelor of Engineering (Mechanical – Electronics)

• Fresh Grads are very welcome

• Demonstrated ability to diagnose and repair electrical/mechanical problems

• Experience creating and implementing preventive maintenance programs

• Excellent analytical and problem-solving skills

• Ability to work independently and remotely

• Army exempted/service certificate required

• Good spoken and written English (Test)

• ⁠Good Microsoft 365 skills (Test)

• Basic Technical Knowledge (Test)

• Familiar with utility systems and applications (ERP - Ticketing)

• Mean of transportation (Car – Motorcycle)