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Job Title: IT Help Desk Specialist

NUMENTIS is a Managed Services Provider (MSP) located in Oakville servicing clients in the Greater Toronto Area (Canada).

- We are currently seeking an IT Specialist to join our team located in Egypt for the Remote desk support service.

- If you are as passionate about customer service as you are about IT and problem solving, this is a terrific opportunity!SUMMARY OF DUTIES:The IT Help desk provides support for basic incident resolution and requests reported to the division service desk.

- Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.

- The Help Desk Support is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.

- Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources.

- Duties include but not limited to: Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.

- Ensures the end-to-end customer experience and provides a single point-of contact for the customer.

- Analyzes and resolves incidents and requests regarding use of application software or hardware.

- Logs and tracks incidents and requests from identification through resolution.

- Uses the appropriate categories for logging incidents and requests.

- Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

- Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.

- Documents resolutions and updates self-help and knowledge bases.

- Grows general knowledge of client-specific products, increasing ability to resolve requests on first contact.

- Provides after hours and on-call support as needed.

- Adheres to and supports NUMENTIS corporate standards, service levels, policies,and procedures.

- Maintains and protects confidentiality regarding all aspects of corporate andclient information.

- Adheres to Core Values and Mission and Vision statements.

- Performs other duties as assigned.

- QUALIFICATIONSSolid understanding of operating systems, business applications, printing, networking, virtualization, and security (REQUIRED)Fluent in English language both spoken and written communication skills (REQUIRED)Practices active listening with an ability to explain technical terms in clear and understandable languageDemonstrated ability to diagnose technical issues and match resources appropriately to achieve problem resolutionDemonstrated ability to learn customer support processes and techniquesAbility to multi-task and adapt to changes quicklySelf-motivated with the ability to work in a fast-moving environmentEDUCATIONCollege diploma or higher requiredMicrosoft certification desirableCompTIA A+ certification desirableITIL certification desirableNUMENTIS is an equal opportunity employer.

- We thank all applicants for their interest in this position; however, only candidates selected for an interview will be contacted.

- Job Type: Full-timeExperience:Information Technology: 4 years (Preferred)Language:English fluently (Required) منذ 52 يوم البحث الجديد عرض إنديد في المحمول - التقليدي
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