Desktop support engineer
Job Description
Excis Compliance ltd | Full time
Desktop support engineer
Cairo, Egypt | Posted on 03/07/2023
Work Experience 1-3 years
Job Description
Desktop Technician will provide day to day local desktop support, receive inbound calls,
answer questions, troubleshoot and document steps performed to resolve challenges with hardware,
software and application issues in a ticketing system. The candidate will also need to facilitate
customer resolution for calls and engage their supervisors and managers to ensure operational
consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break
Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating
systems and platforms, as well be able to provide support and apply desktop fault resolution for the
approved application suite. Ideal candidate should have 1-3 years’ experience in Windows Desktop
support.
Responsibilities:
· Provide first/second level contact and problem resolution for customer issues.
· Work with Third Party Vendors to remediate complex AV issues as needed.
· Provide timely communication on issue status and resolution.
· Maintain ticket updates for all reported incidents.
· Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and
Microsoft Office 2010, Cisco Jabber, another authorized desktop application.
· Should have basic knowledge of Mac operating system, to support Apple pc users.
· Install, upgrade, support and troubleshoot for printers, computer hardware.
· Performs general preventative maintenance tasks on computers, laptops, printers.
· Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral
· equipment.
· Use diagnostic tools to troubleshoot problems associated with network connectivity, and
Workstation.
· Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual,
Smart Devices and Telecom. Administer and troubleshoot network connectivity issues, including routers, switches, firewalls, and VPNs.
Requirements
· +1 years of experience in a Desktop Support Technician role or related IT field.
· Excellent verbal and written communication skills, including the ability to communicate technical information to non-technical user.
· Mobile device management including IOS and Android devices, Enterprise encryption solutions,
Windows PC/laptop management via Active Directory.
· Proven analytical, troubleshooting and problem-solving skills.
· Proven ability to multi-task, effectively determine priorities and meet SLA’s.
· Excellent communication relationship-building and internal customer service skills.
· Adaptable and flexible in a fast-changing industry and work environment.
· Willing to work off-hours and weekends when required for projects or emergency support.
Advanced knowledge of Active Directory, Exchange, and Outlook.
