Job Description
KODE represents a set of values and principles that we strive to live by through all our actions, to build the characters of young children and to develop a principled generation full of life and hope.
For us, it s all about helping every member of our community unleash their potential while inspiring them through our day-to-day interaction, to lead more active and healthy lifestyles, thus becoming better human beings and citizens of a homogenous community.
At KODE , we believe that great sportsmanship can only be attained if it comes hand in hand with great character, therefore, our brand follows a set of values, which we believe can build better athletes and ultimately better human beings.
Location New Cairo - First Settlement
Job purpose : You will be providing an outstanding technical support experience to staff and customers from problem identification to full resolution. When needed, you will collaborate with others to engage subject matter experts, Engineering or Management to attend to reported requests or issues. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional.
What do we expect from you:
Key duties:
Install and configure computer hardware operating systems and applications.
Monitor and maintain computer systems and networks.
Install and modify operating systems and software programs, such as virus protection
and word processing printers.
Talk to staff through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.
Act as the initial point of contact for phone calls, ticketing and emails from:
Internal staff regarding any IT issues and request
Members directly (through the ticking system or through tickets coming from the Customer Experience team) with regards to the co-working space or the Club App.
Provide the first line support - troubleshooting of IT related problems of software, hardware Laptops, PCs and Printers or redirect the issue to the concerned subject matters
Liaise with internal support teams and external service providers as required to resolve Incidents and complete Service Requests, to ensure compliance with SLA s and OLA s
Escalate unresolved request/incident to the infrastructure support team and back-end team
Maintain a high degree of customer service for all support queries and adhere to all service management principles
Troubleshoot system and network problems, diagnosing and solving hardware or software faults
Replace parts as required
Provide support, including procedural documentation and relevant reports.
Follow diagrams and written instructions to repair a fault or set up a system.
Support the roll-out of new applications.
Set up new users accounts and profiles and deal with password issues.
Test and evaluate new technology
Communicate progress and follow up in a timely manner to the manager
Sending Daily reports on open tickets and End of Day Report
Publishing support documentation to assist staff with requests for information & provide staff training if required
Responsible for safeguarding business, staff and customers data of all forms either sensitive or non sensitive or else will be subject to disciplinary action that might lead to dismissal
Desired Candidate Profile
Profile:
To perform your job successfully, you need to have the following minimum requirements:
Education and experience:
Bachelor's degree preferable in computer engineering/science or telecommunication
Minimum 2-3 years of experience in the same position
Skills and knowledge:
Ability to prioritize and manage many open cases at one time
Must be able to respond well under stress, pressure and in emergency cases
High customer orientation
Excellent problem solving skills
Strong Team Player
Excellent communication skills
Excellent in time management
Willing to work for long hours on occasion
Shall be familiar with working in hospitable, and cheerfulness industry
Very good English verbal and writing skills
Must have computer and network skills.
Must be able to respond well under stress, pressure and in emergency cases
Should possess high level of integrity and is trusted with sensitive data
Education:
Any Graduation()
Gender:
nm
Nationality:
Any Nationality
