NUMENTIS is a Managed Services Provider (MSP) delivering IT, cybersecurity, and cloud solutions to organizations across Canada and internationally.
We are currently seeking an IT Service Desk Analyst to join our team in Egypt providing professional remote technical support to our clients. If you are as passionate about customer service as you are about IT and problem solving, this is an excellent opportunity.
Success in this role comes from combining technical expertise with exceptional communication and customer service.
You won't be limited to password resets and workstation imaging. Our analysts gain exposure to cloud, security, infrastructure, automation, and client-facing projects.
Our team supports organizations ranging from local businesses to internationally operating companies.
We offer a competitive salary along with opportunities for professional growth and exposure to a diverse range of technologies and industries.
SUMMARY OF DUTIES:
As a member of our service desk team you will provide support for basic incident resolution and requests reported to the service desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.
The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff as needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources.
Duties include but not limited to:
- Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
- Ensures the end-to-end customer experience and provides a single point-of contact for the customer.
- Analyzes and resolves incidents and requests regarding use of application software or hardware.
- Logs and tracks incidents and requests from identification through resolution.
- Uses the appropriate categories for logging incidents and requests.
- Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
- Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
- Documents resolutions and updates self-help and knowledge bases.
- Grows general knowledge of client-specific products, increasing ability to resolve requests on first contact.
- Adheres to and supports NUMENTIS corporate standards, service levels, policies, and procedures.
- Maintains and protects confidentiality regarding all aspects of corporate and client information.
- Adheres to Core Values and Mission and Vision statements.
- Provides after hours and on-call support as needed.
- Performs other duties as assigned.
QUALIFICATIONS:
- Solid understanding of operating systems, business applications, printing, networking, virtualization, and security (REQUIRED)
- Fluent in English language both spoken and written communication skills (REQUIRED)
- Hands-on administration and support of Microsoft Office 365, Teams, SharePoint Online, Intune, Azure AD, and related technologies (REQUIRED)
- Hands-on administration and support of Microsoft Windows 2016/2019/2022 Servers, Virtualization (ESXi & Hyper-V), Active Directory, MS Exchange, MSSQL, IIS, and Network Devices (firewalls & switches) (PREFERRED)
- Solid experience with network troubleshooting and configuration, including firewalls, switches, and Sophos security solutions
- Practices active listening with an ability to explain technical terms in clear and understandable language
- Demonstrated ability to diagnose technical issues and match resources appropriately to achieve problem resolution
- Demonstrated ability to learn customer support processes and techniques
- Ability to multi-task and adapt to changes quickly
- Self-motivated with the ability to work in a fast-moving environment
EDUCATION:
- A college or university degree is required
- Microsoft certification(s) preferred
- ITIL Foundations certification desirable
- CompTIA certification(s) desirable
- Sophos certification(s) desirable
- Autotask PSA / Datto RMM experience desirable
OTHER:
NUMENTIS is an equal opportunity employer. We thank all applicants for their interest in this position; however, only candidates selected for an interview will be contacted.
