PC Technical Support (Cairo, Egypt)

Introduction
At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.

Your Role and Responsibilities

• Provide hardware technical support for IBM SSR, troubleshooting and analysis assistance for hardware installation (or reinstallation), usage, configuration questions and software installation for Lenovo PC products.
• Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction. Demonstrate excellent oral and written communication skills.
• Provide answers for general usage and operation questions.
• Provide problem determination / problem source Identification. Review diagnostic information to assist in isolation of a problem cause.
• Identify known defects and fixes to resolve problems.
• Identify suspected defects and engage escalation team to assist in resolution.
• Aid with questions regarding product documentation related to the supported products.
• Interpret online manuals regarding Lenovo code and application interfaces.
• Collaborate with other support centers and business units to provide seamless problem resolution.
• Demonstrate proficiency in the hardware platform supported by maintaining applicable technical certifications.
• Supporting USA/CA customers, USA/CA time zone, Shift based/rotation, 24/7.

Required Technical and Professional Expertise

• Excellent communication and problem-solving skills;
• 0 – 3 years of experience in Technical Support or similar field;
• Fluent in English is a must;
• Expressing any certain aspect of the workplace to make it better “Self-motivated”;
• Handling off hours for business needs, whenever required.

Preferred Technical and Professional Expertise
B.Sc. in Electronics/Communication/Computer Engineering – Computer science