وصف الوظيفة


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.

Education

Qualifications/Experience required

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.