Duties
& Responsibilities :
·
Operational
Duties:
o
Diagnosing and resolving
complex IT issues:
-
Diagnosing and resolving
complex IT issues that cannot be resolved by junior technical
support engineers.
-
Handling troubleshooting
hardware and software problems and working with users to identify
and resolve the root cause of the issue.
o
Developing and
implementing new support processes:
-
Developing and implementing
new support processes to improve the efficiency and effectiveness
of the technical support.
-
Developing new procedures
for handling tickets or implementing new tools and software to
automate tasks.
o
Training and mentoring
junior engineers:
-
Train and mentor junior
engineers.
-
Teaching them how to
troubleshoot problems, how to use the technical support tools and
software, and how to interact with users.
o
Maintaining and updating
the technical support knowledge base:
-
Maintaining and updating
the knowledge base to ensure that it is up-to-date and
accurate.
o
Escalating issues to the
appropriate technical support team:
-
Escalating the issue to the
appropriate technical support team.
-
Working with a team of
engineers to troubleshoot the issue, or it may involve contacting
the vendor of the affected hardware or software.
o
Ensuring that the
technical support meets the needs of users:
-
Ensure that the technical
support meets the needs of users.
-
Conducting surveys to
gather feedback from users, or it may involve implementing new
processes or procedures to improve the level of service.
·
Financial
Duties:
o
Providing financial
advice to IT management:
-
Called upon to provide
financial advice to IT management.
-
Making recommendations on
IT investments, developing cost-saving strategies, or managing IT
risks.
o
Overseeing IT
procurement:
-
Overseeing IT procurement
to ensure that IT purchases are made in a cost-effective and
efficient manner.
-
Developing procurement
policies and procedures, negotiating contracts with vendors, or
monitoring vendor performance.
·
Team
Management Duties:
o
Coaching and mentoring
team members:
-
Coaching and mentoring
junior team members.
-
Providing training, helping
them to develop their skills, and providing them with
opportunities to learn and grow.
o
Motivating and inspiring
the team:
-
Motivating and inspiring
the team.
-
Creating a positive work
environment, celebrating successes, and recognizing team members for
their contributions.
·
Customer
Satisfaction Duties:
o
Taking action to improve
customer satisfaction:
-
Taking action to improve
customer satisfaction.
-
Implementing new processes
or procedures, training staff, or making changes to the way the
technical support operates.
o
Communicating with
customers:
-
Communicating with
customers. This may involve responding to customer inquiries,
providing updates on the status of their issues, or resolving
customer complaints.
-
Building relationships with
customers:
-
Building relationships with
customers. This may involve being responsive to customer needs,
being empathetic, or being proactive in resolving issues.
Requirements
·
Education :
-
Bachelor’s degree in
computer science or related field.
·
Years
of Experience:
-
Minimum 4-6 years of
experience in the same field.
·
Certificates:
Skills Required
- Bachelor's degree in computer science or related field
- Minimum 4-6 years of experience
- CCNA certification
- MCSE certification
- ITIL certification
What We Do
Nacita is a leading provider of integrated mobility and logistics solutions in Egypt, featuring a retail and car service network, advanced logistics facilities, and a fintech mobility platform. The company aims to deliver smart, easy, and reliable services tailored to the growth needs of its partners.
