IT Specialist
1-3 years
"Q-source is hiring ""Technical Support Specialist"" for a Multinational Pharmaceutical Company located in New Cairo
Responsibilities:
- Provide first line support on issues related to Operating system, connectivity, MS office including MS Outlook, Meeting room systems and Office IT equipment.
- Log IT ticket for incidents and follow thru to resolution. Update ticket details as incidents are manage until completion. Regularly review incident tickets and improve FCR (First Call Resolution).
- Responsible for the day-to-day IT operations, scheduling and technical support of the company’s infrastructure and computers etc.
- Support the company’s WAN & LAN environment and coordinate with Global & local vendors for support. Work within country telecom providers to review and select best connectivity (Internet, WAN & Mobile services) solutions.
- Accountable for support and maintenance of printers, Meeting room automation, Video Conference systems, Telephone systems, Digital Signage system and access control systems.
Act as the primary contact for our customers as the “face of IT”
- Promoting a welcoming and engaging service/environment to make sure we deliver an excellent customer contact experience.
- Analyze the customer’s needs utilizing analytical skills to develop appropriate and innovative solutions as required.
- Triage technical queries and identify if the issue can be resolved quickly within an appropriate time frame.
- Liaise with other IT Teams, as necessary in order to resolve faults, keeping the customer fully updated of next steps.
- Ensure all customer interactions are recorded as tickets within ServiceNow.
Make sure escalations are dealt with, managed and minimized whilst remaining calm in situations of conflict.
- Ensure the onsite & service desk service is ran in accordance with the global SOP.
Qualifications
- Bachelor's degree in computer science or IT related degree
- Ticketing system background is a must.
- 6 months - 1 year of Experience as Technical Support
- Excellent command of English language
- MCSA & CCNA is a MUST
- Helpdesk and customer service background (First line support)"
للتقديم :hrg@sourceqs.com
.png)
