Technical Support Representative

Digitec

Receive technical tickets from helpdesk through provided tools.

• Resolve hardware problems as well as software related problems.
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues.
• Ask customers targeted questions to quickly understand the root of the problem.
• Track users issues through to resolution, within agreed time limits.
• Talk clients through a series of actions.
• Properly escalate unresolved issues to appropriate internal teams when in need (e.g. Technical Management)
• Provide prompt and accurate feedback to customers.
• Refer to internal database or external resources to provide accurate tech solutions.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their environment is fully functional after troubleshooting.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals.
• Great Cairo coverage for all calls and visits (with ability to travel if needed)
• Receive different updated training and workshops as a part of requirements and self-development including Hardware and Software.