Helpdesk Specialist provides fast and useful technical assistance on computer systems as well as answering queries on basic technical issues and offer advice to solve them.
An excellent Helpdesk Specialist must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
Responsibilities
- Serve as the first point of contact for end users seeking technical assistance over the phone, ticketing system, and emails.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Experience in supporting end users on a corporate network; specifically support involving Switches, Subnets, Routers, VLANs, DNS, Network Shares, Network Storage, File/Print services, Directory Services, Etc. is preferred.
- Determine the best solution based on the issue and details provided by end users
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update end user’s status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements in procedures
- Manage PC setup and deployment for new employees using standard hardware, images and software
- Perform timely workstation hardware and software upgrades as required
- Diagnosing and solving hardware/software faults
- Managing and troubleshooting any end-user equipment printers, scanners and VC
- Responsible to track assets and document the details
- Follows and implements the company’s data security rules
Requirements and Qualifications
- BSc/BA in IT, Computer Science or relevant field or equivalent years of hands-on experience
- Years of experience at least 3 years
- Above average knowledge of networking protocols, especially TCP/IP.
- Proven experience as a help desk specialist or other customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Good knowledge of Microsoft Excel, Word and PowerPoint
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Having a good knowledge of
- CompTIA A+
- ITIL Foundation.
- Microsoft Certified Solutions Associate on Windows 10.
- Excellent communication skills at all levels in the company
- Managing Priorities
- End user-oriented and cool-tempered
Top Skills
What We Do
Misr Technology Services (MTS) has been established as an Egyptian joint stock company. The shareholders’ structure consists of the “Ministry of Finance”, the Egyptian Company for the Management of Financial Facilities “eFinance”, the “National Investment Bank”, the “Egyptian Company for Investment Projects”, and “Amiral Management Corporation”. MTS is the technical arm of the Ministry of Finance in the field of customs and its relationship with taxes.
Misr Technology Services (MTS) was awarded a contract with the Ministry of Finance to “enhance the current trade across borders system in Egypt using “Single Window” concept”. The project was code named “NAFEZA”.
NAFEZA System is a platform upon which an integrated set of business applications operates to automate & orchestrate import/export/transit cargo clearance activities from cargo arrival to cargo clearance using a “Single Window” concept. With the project extension to implement “Advance Cargo Information“ concept to control the importation process prior to loading shipments from the countries of export, NAFEZA System currently controls the importation process end-to-end.
In this regard, NAFEZA System represents the single point facility for Egyptian importers, exporters, brokers, shipping lines, and freight forwarders (Trade Community) to submit electronic data/documents and/or lodge data to Customs remotely in a secure manner. It also represents the only façade for communication between the Trade Community and the designated government authorities operating inside and/or outside the port (Government). This is achieved using online services on NAFEZA portal. Furthermore, NAFEZA provides customers services through a network of Logistic Services Centers which MTS established at the ports.
