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.

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)