Senior Desktop Support Technician
TTEC
- Cairo
- Permanent
- Full-time
At TTEC, we’re all about the Human Experience. Elevated. As a Senior Desktop Support Technician in Cairo. You’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.
Looking to utilize your technical problem-solving skills while keeping your English communication skills sharp? In this role, you’ll be a primary informational technology support maintaining desktop and workstations, distributing software, installing security updates and secondary troubleshooting.You will be the escalation point for complex issues unable to be resolved through the remote team.You will work on site in Cairo and report to the EMEA Supervisor, Desktop Support.What You’ll be Doing
- Assist in setting and maintaining a standard performance for the team by providing leadership and enforcing policies. Proactively seeks out opportunities for improvement by mentoring and training junior specialists.
- Technical Subject Matter Expert (SME) on all desktop applications and other functions vital to the success of the site. Demonstrates knowledge and experience and excellent customer service skills.
- Assumes an active role in managing technical issues and assigns technicians to provide technical services to the operational and support departments.
- Provides an extremely high level of troubleshooting and hardware/software integration skills.
- Responsible for all facets of the maintenance and support of multiple projects (i.e. new client ramps, special projects, etc.) or special technology functions. Takes ownership of difficult projects and successfully sees them through to timely completion.
- Assist in leading and motivating other members of the team with minimal supervision. Acts as a role model with moderate decision-making responsibilities.
- Assists technology management in the monitoring, completion and scheduling of work requests/incident tickets, RFC’s as required.
- Quality checks documentations like SOPs, Job Aids, FAQs, etc.
- Five years technology experience in a BPO or information technology environment.
- Preferably has a Bachelor’s Degree in Computer Science and/or has multiple certifiable technical skills (i.e. Microsoft Certified Systems
- Administrator/Engineer (MCSA or MCSE), Cisco Certified Network Administrator (CCNA), ITIL v6 etc.)
- Excellent time management and organizational skills with a demonstrated ability to lead/manage teams and resources.
- Demonstrated commitment to continuous learning, obtaining appropriate certifications, and developing skills with ever changing technology.
- Knowledge in creating, updating and auditing documentations (i.e. SOPs, Job Aids, FAQs, etc.)
- Knowledge in understanding and interpreting key metrics
- Knowledge in scripting using PowerShell, DOS base and other command language
Our business is about making customers happy. That’s all we do. Since 1982, we’ve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world’s leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.#LI-EH1
#LI-Onsite