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IT Customer Support Specialist at Etisalat Egypt| وظائف IT

IT Customer Support Specialist at Etisalat  







IT Customer Support Specialist at Etisalat Egypt|      وظائف IT في مصر





Job Details


The IT Service Desk Specialist is providing first line technical support to internal staff. The successful candidate should be ready for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. 

  Main Responsibilities


-Act as a single point of contact for phone calls and emails from staff regarding IT issues and inquiries.
-Receiving, logging and managing calls from internal staff via telephone and email
-Provide technical assistance – Respond rapidly to customer issues via telephone, e-mail and TT system.
-Troubleshoot and develop technical solutions common errors and problems. -Create work around procedures when standard procedures have failed and ensure issues are resolved in a timely fashion.
-Escalate unresolved cases that require more time or in-depth knowledge/technical access to appropriate second line.
-Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
-To maintain a high degree of customer service for all support queries and adhere to all service management principles

  Essential qualifications and Experience


University degree in Computer Science / Engineering.
0-1 years of experience
Excellent Computer skills.
Excellent in Arabic & English (Reading, Writing & Oral).
Excellent communication and customer service skills

 -Certifications and licenses needed.

University degree in Computer Science / Engineering. 
Desirable: At least certified in two courses Microsoft Certified Professional (MCP).
Attend the Microsoft Certified Systems Engineer (MCSE) track. Information Technology Infrastructure Library (ITIL) Awareness.
 Attend Cisco Certified Network Associate CCNA course.






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