Onsite Support Engineer

Job description / Role

Job Description
- Provide onsite technical support to end users experiencing hardware problems with their laptops, troubleshoot problems, diagnose root causes, and get the trouble tickets resolved with minimum downtime.
- Response to the assigned trouble tickets, replace needed parts to keep laptops in optimal working condition. Coordinate with the supervisor to get enough spare parts onsite.
- Respond to trouble tickets and incidents logged through the Remedy system in a timely manner. Prioritize support tickets based on urgency and SLA requirements and escalate complex issues to the support Supervisor.
- Update the logs for all support tickets assigned including incident details, resolutions, and user interactions.
- Follow Client Security standards and safety rules.

Requirements

Personal Skills
- Education: A bachelor's degree in information technology, computer science, computer engineering.
- Experience of 3-5 years in hardware troubleshooting.
- Hardware and Software Knowledge.
- Networking Fundamentals.
- Customer Service Skills.
- Documentation and Reporting.
- Certifications: CompTIA A+, CompTIA Network+.
- Microsoft Certified.

Technical Skills
- Problem-Solving Abilities.
- Attention to Detail

About the Company

Giza Systems, a leading systems integrator in the MEA region, designs and deploys industry-specific technology solutions for asset-intensive industries such as the telecoms, utilities, oil and gas, hospitality and real estate among other market sectors. We help our clients streamline their operations and businesses through our portfolio of solutions, managed services, and consultancy practice. Our team of 1000 professionals are spread throughout the region with anchor offices in Cairo, Riyadh, Dubai, Doha, Nairobi, Dar-es-Salaam, Abuja, Kampala and New Jersey, allowing us to service an ever-increasing client base in over 40 countries.