Service Desk & Helpdesk

**Job Information**:Field- InfrastuctureField / Area- Support ServicesIndustry- IT ServicesJob Category- ServiceDesk & HelpdeskWork Experience- 1-3 yearsCity- CairoState/Province- AI QahirahCountry- EgyptZip/Postal Code- 11311- Act as first level support for incidents and service requests received.- Acts as the key contact for on-site and remote users for terminal and production problems and inquiries.- Act as further escalation point for any urgent or long pending incidents and service requests assigned to other teams.- Track the life cycle of users incidents and service requests and follow up with related teams since logging until got resolved/closed within SLA.**Requirements**:- University degree in Computer Engineering, Computer Sciences- 1-3 years of experience in the same field.- Experience in MS Active Directory, DNS, DHCP, TCP/IP, VPN, physical connection (cables, switches, access points, routers) and logical/ software.- Experience in using ticketing system is a plus.- Knowledge of ITIL, ITSM and other IT Service standards is a plus.