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Senior IT Helpdesk Specialist

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Responsibilities:


  • Acting as the first point in providing support in-house and at client locations (remote, onsite fill-in, or assignment).
  • Identifying inquiries/problems and providing support &updates to all users on progress and completion of requests focused on VIP/Senior Management in head office and other occasional local/regional sites.
  • Identifying, researching, and resolving technical problems on all corporate levels.
  • Providing desktop support for computers and software through phone and direct contact with all users focused on VIP/Senior Management clients.
  • Installing, repairing, and configuring PCs, peripherals, and other end user equipment including, phones, cell phones, MACs, iPhones and iPads.
  • Maintaining documentation for all helpdesk and end user processes and procedures related to VIP/Senior Management and all users.
  • Taking initiative and driving all aspects of the product in order to meet business unit requirements and deliver superior client satisfaction.
  • Working with the business unit and/or application owner to provide acceptance testing on developed features to ensure all business and functional requirements have been met.
  • Provide accurate information on IT products & services to all users.
  • Direct unresolved issues to the next level of support personnel
  • Follow-up and update end user’s status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team


Qualifications:


  • Excellent English with a Bachelor's Degree in Computer Science or related field.
  • Proficiency in English is a Must
  • Minimum 4 years of desktop support experience in Helpdesk for both phone and desk side support in a Windows enterprise environment.
  • Minimum 2-3 years of experience in a VIP support capacity
  • End-user oriented.
  • Able to adapt with different working conditions/locations.
  • Experience using IT Service management applications like ServiceNow or similar.
  • Proven experience with Windows 10 and MS Office 365.
  • Experience in configuring and supporting iPhone, iPad and Android devices in Microsoft Exchange based networks.
  • Experience with AV, WebEx and/or Zoom (configuration and support).
  • Working knowledge of TCP/IP networks and internet protocols.
  • Excellent interpersonal and customer service skills.
  • Strong written and verbal communication skills.
  • Excellent time management skills, motivated, reliable, and a self-starter.
  • Problem Solver & excellent trouble shooting skills.
  • Able to work extended and flexible hours.


Additional Qualifications:


  • Understanding of Active Directory environment.
  • Cisco IP Telephony phone administration experience.
  • Global Protect VPN troubleshooting experience.
  • RSA or similar two-factor authentication method experience.
  • Citrix Workspace experience.
  • Extensive experience working in a 700-user enterprise environment.
  • A+ and N+ or other industry-related certifications
  • Meeting rooms AV equipment
  • Apple Macintosh Windows Experience
  • Knowledge of a variety of Service Industry ticketing/work order generating and tracking systems.
  • Asset Management experience
  • ITIL v4 Foundations Certification
  • VIP and/or C-level executive support specialization.


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yDRGzXuizj

geo

in Egypt , Cairo city

number of positions

1 Jobs available, apply now

job type

FULL TIME

experience years

Mid-Senior level






1 year ago
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