Technical Support Engineer - EUS

Job Purpose: To handle customer calls and assist end user on Desktop/Laptop related issues.

Qualification: Bachelor’s degree with knowledge of IT

Certification: Mandatory knowledge of Microsoft products and ITIL Processes

Experience: 2-3 Years

Responsibilities:

• Attend to all communications to IT Helpdesk (phone, email, Self Service, chat, walk-in)
• Use phone etiquette while dealing with users
• Excellent communications skills in English & Arabic
• Provide first level support to users and improve first level resolution percentage.
• Log the calls and requests in the Service Desk System (Prefer candidates worked on different ticketing tools)
• Troubleshoot and resolve common IT issues related to hardware, software, network connectivity, and applications.
• Prioritize and manage multiple support requests simultaneously.
• Decide on priorities...