Job Information
Upstone Materials IT Help Desk in Cairo, Egypt
IT Help Desk
Date: 27 Jan 2025
Location:
Cairo, Cairo, EG, 11672
Company: COLAS RAIL EGYPTE
Core Functions-Tasks / Key Results Expected
Troubleshooting and Support:
Offer technical assistance through phone, email, or in-person communication.
Diagnose and fix hardware, software, and network problems.
Support desktop systems, applications, printers, and other peripherals.
Help users with password resets, software installations, and system updates.
Incident Management:
Record all technical issues in the ticketing system, accurately documenting troubleshooting steps.
Escalate unresolved issues to the appropriate IT teams as needed.
Monitor ticket status to ensure prompt resolution.
System Maintenance:
Assist with routine maintenance tasks such as updates, patches, and backups.
Conduct performance checks and escalate potential issues.
Set up new hardware and software with proper configurations.
User Training and Documentation:
Provide basic training for users on IT systems and applications.
Maintain and update IT documentation, user guides, and FAQs for common issues.
Inventory Management:
Track IT equipment and manage the issuance and return of laptops, desktops, and accessories.
Ensure proper documentation for IT asset management.
Security:
Support the IT security team in implementing company policies on access control and software usage.
Assist in identifying and resolving security vulnerabilities.
Reporting:
- Prepare periodic reports detailing completed tasks, ongoing projects, and challenges faced.
Competencies and Critical Success Factors
Functional Competencies:
Knowledge Sharing
Leads ongoing knowledge sharing initiatives within the project team.
Actively promotes knowledge exchange among colleagues.
Building Partnerships
Develops and maintains a professional network of contacts.
Identifies and selects collaboration topics to enhance relationships with internal and external partners and clients.
Fosters positive communication among colleagues to ensure effective execution and reduce conflicts.
Manages professional communication with external partners to facilitate smooth business operations and minimize disputes.
Research and Analysis
- Generates innovative ideas, explores best practices, and suggests more effective business methods.
Job Knowledge/Technical Expertise
Possesses a fundamental understanding of Colas Rail-Egypt's core business.
Understands key concepts and technical aspects related to COLAS RAIL.
Has a basic grasp of organizational policies, procedures, and corporate governance.
Demonstrates proficiency in information technology, particularly Microsoft Excel, PowerPoint, and Word, applying these skills consistently in job performance.
Core Competencies and Skills:
Exhibits innovativeness, resourcefulness, and the ability to learn quickly.
Upholds ethics and integrity in all actions.
Self-motivated and committed to the organization's success.
Works effectively as a team player and communicates well.
Encourages open and healthy communication within the team.
Capable of multitasking and performing with minimal supervision.
Shows a continuous desire to learn, share knowledge, and encourage team contributions.
Maintains strong work ethics.
Takes necessary actions to ensure the safety and health of employees and colleagues.
Qualifications/Experience required
Education:
Bachelor’s degree of Computer Science.
Experience:
Ability to work both independently and as part of a team.
Punctual and able to meet deadlines.
Good oral and written communication skills
Good knowledge of PC hardware, Windows installation, configuration, and troubleshooting. Fundamental knowledge of network cabling, TCP/IP, Microsoft Servers, firewalls, LAN/WAN Technologies.
Language Requirements:
Arabic & English is a must, French is a plus.
