About the job
As the helpdesk engineer, you will be expected to provide fast and useful technical assistance on all Floward computer systems. The role will require you to answer queries on basic technical issues and offer advice to solve them.
Serving as first point of contact for technical assistance over the phone or email or live chat.
Responding to client IT support requests.
Being first point of contact to diagnose software, networking, or hardware issues.
Providing technical support on-site or via remote access systems.
Monitoring and maintaining computer systems and networks.
Recording events and problems and their resolutions in logs.
Directing unsolved problems and issues to the Lead IT engineer.
Responding in a timely manner to service issues and requests.
Installing and configuring users’ computer systems.
Providing other team members with trainings on troubleshooting and diagnosing problems.
Diagnosing system errors and other issues.
Passing any feedback or suggestions to the appropriate team.
Identifying and suggesting possible improvements on procedures.
QUALIFICATION AND EXPERIENCE
A bachelor’s degree in Information Technology, Computer Science or related field.
Customer-Oriented attitude with balanced, cool temper.
Proficiency in English, Arabic will be a plus.
Proven experience as a help desk technician or other customer support role.
In depth knowledge of computer systems, mobile devices and other tech products.
Ability to diagnose and resolve basic technical issues.
Excellent communication skills.
Ability to do proper record keeping.