IT Remote Support

Location:

Cairo, Cairo, EG

Category: Information Technology

Posting End Date:01/21/2025

Since its establishment in 1964, ELARABY has grown from a joint stock family enterprise to one of the largest industrial and commercial corporations in Egypt, the Middle East and Africa. ELARABY operates through 16 commercial, industrial, medical, and service companies, in four different governorates with 35 industrial facilities, and 2 hospitals. In 2020, ELARABY’s workforce exceeded 40,000 employees. ELARABY’s brand portfolio consists of 17 global brands with 43 product categories and more than 2800 variations. With regards to the domestic and international markets, ELARABY’s figures continue to grow by exporting to over 60 countries across the globe. In the domestic market, one of ELARABY’s strongest assets is the vast distribution network, which consists of more than 3,000 sales partners and 38 branded stores; backed by more than 550 after-sales service centers. In a society consisting of more than 100 Million Egyptians who trusted ELARABY over the years, ELARABY gives back to the community through implementing and adopting various developmental projects, in education, healthcare, environmental well-being, and social solidarity.

Job Purpose

Responsible for providing technical support as first level of support to maintain the organization's systems software to ensure optimal performance so that end users can maintain a high level of productivity.

Job Responsibilities

Ensure prompt service response through the monitoring and management of the intake of all incidents and support requests through all accepted channels ( phone, email , ticket system / web portal ) .
Create, Update, and Close tickets in the Limited time to achieve SLA .
Determine impact and urgency of an incident and support request in order to determine priority.
Resolve all tickets within scope through use of experience, knowledge base, or peer collaboration.
Escalate or assign tickets to appropriate resource with complete documentation of all actions and steps taken in any attempt to resolve.
Record all outages within the ticketing system and send communications as appropriate.
Document technical knowledge in the form of notes and manuals.
Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
Provide basic “how-to” training to end users and Maintain Active Directory data integrity .
Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary.

Job Qualifications

Bachelor's degree in a relevant field - (Engineering, or Information Systems).
2-4 years of experience.
Proficient in Office Suites, Trend, various Adobe products, Internet Explorer, Cisco VPN, and MS Outlook with MS Exchange for end users & lt.
SAP support experience preferred.
Must have experience in managing complex business applications relating to customer service in a high availability environment.

EL ARABY Group is an equal opportunity employer and applies fair employment practices through the interviewing and selection process.