Jadeer is hiring on behalf of one of our clients in Cairo, Egypt. Our client is a leading IT solutions provider, specializing in cloud services, technology support, and tailored IT solutions to enhance business efficiency and productivity. 

Job Title: IT Help Desk

Scope: We are seeking a dedicated and customer-focused IT Help Desk Support professional to be the first line of technical support for users. The primary responsibility of this role is to provide efficient and timely resolutions for basic technical issues, ensuring minimal disruption to users' work routines.

Responsibilities:

Incident Management:

• Log, prioritize, track, route, and categorize incidents reported by clients.
• Record user requests along with relevant data for documentation and tracking purposes.
• Monitor server notifications and respond appropriately.

User Support:

• Respond to user inquiries via phone, email, or help desk systems.
• Resolve hardware and software issues, including basic troubleshooting tasks.
• Address logging issues, software installations, and application reinstallation.
• Perform basic troubleshooting for MS Office applications.
• Troubleshoot printer-related issues and other commonly occurring problems.

Problem Resolution:

• Resolve basic usage difficulties, username and password challenges, and primary setup issues.
• Provide clear product details and assist with IT service desk requests.
• Escalate unresolved issues to Tier 2 support, following the established escalation process.

Qualifications:

Working Conditions:

• Working Hours: 9-5 (Sun-Thursday), flexible

• Working Model: Hybrid (2 to 3 days on-site)

At Jadeer, we value diversity and equal opportunity. We welcome applicants from all backgrounds and experiences.