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Mid Career · 1-3 Years of Experience
500 Employees or more · Construction & Building
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Job Description

To act as a first line in handling and solving computer and office equipment related problems for PHD employees to maintain their computers availability and ensure satisfaction exceeds expectations. 

 

  • Ensure effective customer support in the area of information technology by providing technical support and assistance for hardware and software to users. 
  • Provide technical support to PHD employees as assigned via telephone, email, instant messaging, remote sessions, and physical visits by: 
  • Diagnosing, researching, and resolving end-user incidents in a timely manner through support established protocol and troubleshooting guideline. 
  • Assisting in fulfilling users' technical requests in a timely manner. 
  • Identifying problems or conditions outside of a product that adversely affect its operation. 
  • Identifying product defects, and recommending workarounds, patches, and/or upgrades. 
  • Escalating customer issues to IT Senior Specialists, IT Support Manager or second line support as needed. 
  • Properly documenting and tracking customer cases on the trouble ticketing system. 
  • Successfully close opened incidents and ensure customer satisfaction within SLA. 
  • Working continuously on a task and follow up with the customer until completion. 
  • Prioritizing and managing several open cases at one time. 
  • Assist and interact with hardware and software vendors. 
  • Develop good understanding of assigned products and their version histories. 
  • Ensures the confidentiality, integrity and availability of PHD System and data security, including user access to computer. 
  • Contribute technical articles to PHD online knowledgebase. 

Respond within agreed time limits to call-outs outside working hours. 

Preferred Candidate

Years of Experience
Min: 1 Max: 3
Nationality
Egypt
Degree
Bachelor's degree / higher diploma
Career Level
Mid Career

Palm Hills Developments logo
Palm Hills Developments

Palm Hills Developments is a leading real estate company in the Egyptian market, primarily developing integrated residential, commercial real estate and resort projects. Founded in 2005 by Mansour and Maghraby Investment and Development Company [MMID], the company which is listed on the Egyptian Stock Exchange and London Stock Exchange, traded under the symbols "PHDC.CA" and "PHDC.LI" respectively, was the result of a vision to create self-sufficient and well integrated communities.

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