Junior IT Support Engineer

dubizzle Egypt is the leading marketplace for selling and buying online in the region. Our aim is to upgrade people’s lives by facilitating deals and identifying attractive opportunities for both individuals and businesses. Our goal is to strengthen local economies, empower small businesses, and help everyone in making smarter choices for themselves, the market, and the planet.

As part of dubizzle Group, we are alongside some of the strongest classifieds brands in the market. With a collective strength of 8 brands, we have more than 160 million monthly users that trust in our dedication to providing them with the best platform for their needs.

As an IT Support Engineer, you will be responsible for providing enterprise-level assistance to our users. You will diagnose and troubleshoot software and hardware problems and help our users install applications and programs. Ultimately, you will be a person our users trust and will rely on to provide timely and accurate solutions to their technical problems.

KEY RESPONSIBILITIES

• Ensure coordination and management of the IT Help Desk and the timely resolution of requests according to SLAs.
• Have a deep understanding of dubizzle Egypt IT applications and core infrastructure.
• Provide Support for all IT-related matters and provide prompt and accurate feedback to users.
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Resolve network issues, configure operating systems and use remote desktop connections to provide immediate support.
• Assign appropriate access to users using dubizzle Egypt Tools and Services.
• Track computer system issues through to resolution, within agreed time limits.
• Talk users through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Use ITSM software, email and chat applications to give users quick answers to simple IT issues.
• Properly escalate unresolved issues to appropriate internal teams.
• Contact users via phone and/or provide clear, written instructions and technical manuals for more complex problems that require nuanced instruction.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals.
• Maintain an accurate IT inventory and asset repository using an IT asset management System.