Help desk support engineer jobs Sep2013

Urgently Required for a multinational Company in Cairo with immediately hiring

Job title :Help desk support engineer

Technical Qualification

Must have:

· Must be able communicate in Arabic and English (technical and business language)

· Spoken French is added advantage

· Have working experience in a large organization

· Relevant Microsoft product certifications (MCITP)

· Knowledge of Cloud computing and environment

· 1 years of working experience in multi-cultural organization

· 2 years of working experience as Support and Service engineer (helpdesk)

· 2.5 GPA graduate

The following collective qualifications are to be covered:

· Good working knowledge (experience) of MS SQL and .Net

· Good Knowledge of MS system Center, SharePoint and Azure

· Certified in Windows, Linux and iOS operating system

· Sound knowledge of Unix and Andriod operating systems

· MCSA (2012), MCDBA, MCSD, CCNP (network), CCNA (voice)

· CISSP, ITIL-3 Foundation

· Understanding of various operating systems (server, client, mobile)

· Microsoft automations products (latest)

· Information security solutions

· Networking and communication components

· VoIP and IM communications system

· Computing hardware knowledge (multi-vendor)

· Attached peripherals hardware and interface

Personal (soft-skills) abilities

· Able to work in highly structured team and multinational organization

· Able to follow structured process and procedures

· Good interpersonal skill sets

· Goal oriented personality and have ability to learn

· Professional ‘desk-side’ manners (while dealing with users)

· Able to adopt quickly in changing IT environment

· Highly discipline and goal oriented

· Understand and maintain information security at all times

· Able to work under pressure

· Able to work with minimum supervision

· Advance verbal and written communications skills

· Conflict management skills

· Sound decision making ability

· Self-motivated and innovation skills

· Well groomed and presentable at all times

· Able to maintain high quality of service standards (as per SLA)

· Willing to travel on business to other locations/office (the company will cover all such


In Addition:

1. Personal presentation, Language skills, understanding of SOW (submitted)

2. Clear understanding of IT Operation and knowledge

3. Vision and understanding of future technology

4. The experience and record of past performance in delivering such services.


· To be able to integrate into Egypt IS operation

· Provide client with trouble ticket number and estimate resolution time during initial


· Keep client informed of progress regarding service request/incident by making the

trouble ticket available for viewing online at anytime

· Escalate all issues not resolved on first call resolution (tier 0) to appropriate Subject

Matter Experts (SME)

· Service requests or incidents that require a site visit will be scheduled when

convenient for the client and when staff is available

· Prior to closing a work order, verify with the client that the request/incident has been

resolved to their satisfaction

· Provide client with option to submit feedback on the support interaction with the

Computer Help Desk via online survey

· Maintain accurate record of all communications

· Logical decision making process for service delivery

Scope of Commitment:

· Incident and Service Request tracking and resolution

· Device (system, hardware and software) setup and trouble shooting

· Software standards such as OS (server, client, mobile)

· Client installations as established, Information Systems including operating

system builds and suite of software for business

· Printing support for individual printers and networked printers

· Networking support e.g. Connection to the internet, wireless network, mobile and

network (wired & wireless) resources.

· Software installation, maintenance and troubleshooting

· Maintain an inventory of hardware owned by department

· Maintain an inventory of software licenses and installation base

· Security for all computer systems including operating system updates, software

updates and virus protection

· Client data management (recovery, BRS and transfer)

· User data sterilization and cleansing (virus removal and archive)

· Advanced client and mobile computing troubleshooting

· Service Desk operations (tracking of trouble tickets handling)

· Data base administration and development skills

· Understanding of technology and its usage

· Logical thinking and reasoning ability

If you are interested Please send your c.v to [email protected] and write the job title in subject

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