Job Overview:
Support Engineer is a professional who provides technical support and assistance to
customers. He is responsible for logging tickets, responding, and updating status of the
tickets, performing first level of analysis as per the SOP, assigning tickets to technical
team and adhering to defined SLA for the customer. Their primary responsibility is to
ensure an adherence to the client SLA and assist on customer satisfaction.
Job Location: Cairo.
Essential Duties & Key Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance
over the phone, email, Ticketing software - Perform remote troubleshooting through diagnostic techniques and
pertinent questions - Determine the best solution based on the issue and details provided by
customers - Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate
internal team. - Identify and suggest possible improvements on procedures
Job Specifications:
- Work on assigned shifts for 24*7 support
- Log incidents/tickets received through the different channels
- Acknowledge and Respond to the tickets
- Provide responses as per the defined SLA with the client
- Perform first level of investigation and assign priority level to the tickets
- Assign/Escalate tickets to technical support team for resolution
- Maintain the SLA for response times and resolution times of the customers
- Document the resolution steps and create SOP for recurring issues
Other Skills/Competencies:
- BSc or equivalent in IT/ Computer Science degree
- 2 years of experience as support resource
- Strong oral and written communications skills
- Experience as a Help Desk Technician or other customer support role
- Tech savvy with working knowledge of office automation products,
databases, and remote control - Good understanding of computer systems
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- Basic knowledge in writing SQL queries.
- Should know the basics of Linux/Win OS.
To Apply:
Candidates who are interested and match the above criteria can apply by sending the
updated resume to hr@accordbgroup.com mentioning “Support Engineer” in the
email’s subject.