Would you like to join an international team working to improve the future of
healthcare? Do you want to enhance the lives of millions of people? Grifols is
a global healthcare company that since ‎1909 has been working to improve the
health and well-being of people around the world. We are leaders in plasma-
derived medicines and transfusion medicine and develop, produce and market
innovative medicines, solutions and services in more than ‎110 countries and
regions.

Job objective
The Technical Support Specialist will be the point of escalation for the GEPD
Service Desk for all issues that require onsite visit or problems that cannot
be resolved in the Service Desk time requirements. The responsibilities
include responding to Level ‎1-‎3 technical support incidents and requests as
well as performing troubleshooting procedures and solving technical problems
on Office, Windows ‎10 and various commercial and client proprietary software.
Technician will also utilize remote access to client PCs to resolve complex
issues. Technician will process and manage customer contacts using telephone,
web, email, chat or by the Service Desk ticketing system.

Key responsibility
* Troubleshoot and resolve hardware and software problems on desktops, laptops and other various computing equipment and devices related to Windows ‎10 and Office.
* Diagnose hardware issues, order parts, and replace faulty components.
* Answering user questions directly related to Windows ‎10, Office, and other supported applications.
* Use SCCM to push and install approved corporate applications.
* Troubleshoot and resolve issues related to software and hardware compatibility.
* Face to face and hands on troubleshooting are required.
* Resolve wide range of software issues remotely using remote tools such as SCCM Remote & Teams
* Follow detailed technical instructions to ensure adherence to corporate quality standards.
* Document all issues using Service Desk ticketing system.
* Escalate unresolved calls to the next level support team using Service Desk ticketing system.
* Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
* Maintain a high degree of customer service for all support queries and adhere to all service management principles.
* Publishing support documentation to assist staff with requests for information & provide staff training if required.
* Use Active Directory and Exchange Management Console for managing users, groups & computers.
* Reimage laptops and desktops as needed following company policy.
* Installation of network MFD printers.
* Responsible of reception of equipment, warehouse inventory and access control.
* Custody of computers to be assigned to new hiring employees.

Academic experience required
Associate/Bachelor 's Degree.

Professional experience required
* Minimum ‎3 year of experience providing end user support in an enterprise environment.
* Strong working knowledge of Windows ‎10 and Office (‎2016 and ‎365).
* Working knowledge of network and PC operating systems.
* Working knowledge of TCP\IP.
* Hardware & Software troubleshooting experience required.
* Prior experience on enterprise systems with ‎500 or more users preferred.
* Associates degree preferred or combination of equivalent experience (‎3 years) and certifications.
* The following certification or comparable valid ones: MCSA Windows ‎10.

Computing skills
* Excellent command in all Microsoft Office applications.
* Experience in ERP system; SAP experience preferred.

Personal skills
* Excellent verbal and written communication skills.
* Ability to multi-task in a fast paced, high-pressure environment.
* Ability to quickly learn new technologies as they are introduced.
* Strong technical troubleshooting skills.
* Ability to interact effectively with employees at all levels.
* Ability to help end users in stressful, hurried situations.
* Willing to learn new skills very quick.

Languages
Excellent written and spoken English and Arabic.

LI-LS1

Location: EMEA : Egypt : Egypt : EGTOLIP - Tolip El Narges-New
Cairo

Learn more about Grifols