Technical Support L1 Specialist

TIS is hiring Technical Support L1 Specialist for one of our sister companies located in Cairo and working and specialized in the industry of Managed IT Solution and Managed Web-Hosting Services.

Exahost Company seeking talented and highly motivated individuals to interface with a wide array of enterprise-grade cloud and web hosting solution, as well as a dynamic, service-provider, network infrastructure.

This is an Office Based Job - Location: Misr ElGdeda, Cairo, Egypt.

Responsibilities

• Responds to support requests, collects detailed information regarding the issue, and resolves it based on established support database to our customers via telephone, live chat, and tickets.
• Troubleshoot issues in support of production web hosting systems within SLA/escalation guidelines.
• Proactively monitor environments and respond to alerts of system and application issues.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Accurately documenting all actions taken is key to provide the best support possible.
• Know how and when to escalate issues to the appropriate internal teams.
• Assist with placement of orders, refunds, or exchanges.
• Continually identify efficiencies for systems, processes and procedures.
• Being the first line support for troubleshooting issues and outages.
  
  

Requirements

• Bachelor degree
• Minimum 3 months of Experience in Telecommunication or IT Contact Center.
• Minimum 3 to 6 month of Experience in (TCP/IP, DNS, Web Service)
• Basic Knowledge of Linux/Windows Servers
• IT background is highly preferred.
• English level: very good.
• Intuition & multitasking
  
  

Benefits

• Net Salary Package.
• 2 days off.
• Rotational shifts - Morning / Night / (only Overnight work from home).
• Medical insurance.