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IT Support Engineer

1.00 to 3.00 Years   Cairo, Egypt   20 Feb, 2025
Palm Hills Developments
500 Jobs Openings
Job LocationCairo, Egypt
EducationBachelor's degree / higher diploma
SalaryNot Mentioned
IndustryConstruction & Building
Functional AreaNot Mentioned

Job Description

To act as a first line in handling and solving computer and office equipment related problems for PHD employees to maintain their computers availability and ensure satisfaction exceeds expectations.

  • Ensure effective customer support in the area of information technology by providing technical support and assistance for hardware and software to users.
  • Provide technical support to PHD employees as assigned via telephone, email, instant messaging, remote sessions, and physical visits by:
  • Diagnosing, researching, and resolving end-user incidents in a timely manner through support established protocol and troubleshooting guideline.
  • Assisting in fulfilling users technical requests in a timely manner.
  • Identifying problems or conditions outside of a product that adversely affect its operation.
  • Identifying product defects, and recommending workarounds, patches, and/or upgrades.
  • Escalating customer issues to IT Senior Specialists, IT Support Manager or second line support as needed.
  • Properly documenting and tracking customer cases on the trouble ticketing system.
  • Successfully close opened incidents and ensure customer satisfaction within SLA.
  • Working continuously on a task and follow up with the customer until completion.
  • Prioritizing and managing several open cases at one time.
  • Assist and interact with hardware and software vendors.
  • Develop good understanding of assigned products and their version histories.
  • Ensures the confidentiality, integrity and availability of PHD System and data security, including user access to computer.
  • Contribute technical articles to PHD online knowledgebase.
Respond within agreed time limits to call-outs outside working hours.

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