Engineer, IT Technical Support

Maintain, operate and support all company desktops and laptops. Design, build and deploy windows images and software packages. Patching desktops and laptops to meet the security standards. Implement the latest technologies and methodologies. Maintain and support Queue system, Meeting rooms, printers and Video Conference units. Willing to work according to in terms of the week ends and the public holidays according to business needs. Be involved in an on-call schedule to provide 24/7 support if required. Willing to travel outside /inside Cairo if required. Technical Operation: • Handling day-to-day desktops and laptops technical operations. • Adhere to processes of ITIL best practices applied. • Handling the daily health checks and operational excellence activities. • Accountable for handling all incidents & service requests with high quality within SLA. • Clear notification, alignment and follow-up for any high impact issues. • Escalate and communicate problem issues to vendors and follow-up till resolution. • Keep up to date with technology trends, new products versions and releases. • Knowledge transfer, support and empowerment of the first line of support. • Knowledge transfer, assistance, support and educate new team members. • Responsible for proper operation in terms of configuration, changes, implementation, rollout and preparation for all operated services and all new updates. • Follow proper service/product deployment life cycle with proper testing on pre-production environments. • Ensure all changes controlled, tracked and replicated across environments according to processes. • Define and maintain the problem management procedure. • Periodically review effectiveness and efficiency of the problem management process. • Coordinate between various support teams to identify the root cause of a problem and find workaround or solution. • Ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem. • Deploy all new S/W, OS and windows update releases on the production. • Coordinate between the business partner and IT department. • Handle new projects ideas till getting live. Projects Support: 1. Successfully execute all project activities assigned on-time with high quality. 2. Ensure accurate and timely progress & status reporting. 3. Immediate escalation of issues that could affect project delivery. 4. Coordinate between various support teams to identify the root cause of a problem and find workaround or solution. 5. Investigate, identify, and resolve the root cause of a problem. 6. Deploy all new S/W, OS and windows update releases on the production. 7. Coordinate between the business partner and Office IT department. 8. Handle new projects ideas till getting live Customers' management: • Perform customer laptop/desktop quality check. • Follow up with customer and handle corrective actions till closed. • Build strong healthy relationship with customer avoiding negative feedback on personal and professional levels. Crisis Management & Escalations: • Fully comply with high priority incidents and crisis situation management processes. • Escalate to vendor and management when needed. • Ensure professional technical and business communication being executed with high quality and on-time to proper stakeholders. • Always think of customer and how we could help increasing productivity and avoid negative feedback or escalations. Communication: • Proper accurate, timely and clear communication to management in business language as per agreed internal templates and processes. • Communicate with cross functional groups and committees as required to handle cross projects or issues. • Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.