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IT & ERP Software Help Desk Specialist

3.00 to 5.00 Years   Dokki, Cairo , Egypt   12 Oct, 2023
Microtech Company
1 Jobs Openings
Job LocationDokki, Cairo , Egypt
EducationNot Mentioned
SalaryNot Mentioned
IndustrySoftware Development
Functional AreaNot Mentioned

Job Description

Primary Objective:˙Offer support and technical assistance to customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.˙Essential Duties and Responsibilities:

  • Responding to customer queries via chat, email, or phone.
  • Training other staff members on troubleshooting and diagnosing problems.
  • Providing technical assistance for questions and problems.
  • Resolving problems with networks and other computer systems.
  • Diagnosing system errors and other issues.
  • Following up with customers to ensure full resolution of issues.
  • Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods.
  • Running reports to analyze common complaints and problems.
  • Installing or changing software to fix issues.
  • Remotely accessing hardware or software for clients to make changes and fix problems.
˙Miscellaneous
  • Prepares and submits periodic reports to his/her managers to update them on all necessary changes and regular reports.
  • Assists colleagues to perform similar jobs when necessary.
  • Attends meetings and training courses required by his/her management.
  • Accepts flexible work schedule necessary for uninterrupted service to company clients and stakeholders.
  • Maintains own working area, and materials clean, tidy and in good shape, reports defective materials and equipment to appropriate person within the training center.
  • Continuously seeks to endeavor and improve knowledge of own job function is well updated on:
  • Property fire, and emergency procedures.
  • Company health and safety policies & procedures.
  • Company facilities and nearby sights of interest and importance.
  • Company standards of operation and procedures.
Job Requirements:Education/Experience:University degree.Minimum three years experience in similar/ related job.Strong computer skills˙and the Ability to troubleshoot, diagnose, and fix problems, familiarity with hardware, networks, operating systems, and software.˙Computer Skills:Good Customer Service Skills, Word processing, Spreadsheets, Internet software, E-mail.˙Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience.Writing and Editing Skills to aid in writing and updating manuals.Experience in software support and how to troubleshoot problems.˙Language Ability:Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.˙Ability to write routine reports and correspondence.˙Ability to speak effectively before groups of customers or employees of organization.˙Math Ability:Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.˙Ability to apply concepts of basic algebra and geometry.˙Reasoning Ability:Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.˙Ability to deal with problems involving several concrete variables in standardized situations.˙Physical Demands:While performing the duties of this job the employee is frequently required to sit. The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to lift up to 15 kilograms.The vision requirements include:˙ability to adjust focus, depth perception, peripheral vision, distance vision and close vision.Must be able to drive.

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