IT Support Technician
Job Number: 1246747
Primary Location: Egypt-Egypt-Cairo
Yahoo! is focused on creating deeply personal digital experiences that keep more than half a billion people connected to what matters most to them, across devices and around the globe. Yahoo!’s unique combination of Science + Art + Scale connects advertisers to the consumers who build their businesses. Yahoo! is headquartered in Sunnyvale, California. For more information, visit the pressroom (pressroom.yahoo.net) or the company's blog, Yodel Anecdotal (yodel.yahoo.com). Yahoo! Inc. is an equal opportunity employer.
Overall Purpose of the job
Ensure high level IT support for users located in Cairo/Egypt and in other ME offices and remote users in countries without Y! Office.
The Yahoo! IT Desktop Support Team provides Tier 1 & 2 support of internal users in the EMEA office locations.
The Desktop Support Technician position will report into the Manager IT Desktop Support Spain & MENA, and will be responsible for troubleshooting customer issues, whilst ensuring full support cover and ensuring excellent customer service at all times on European week calendar (Monday to Friday).
Key Responsibilities
Position is primarily daytime hours; although there may be a requirement for occasional late hours or weekend work, and will involve an element of travel as necessary.
The technician will monitor helpdesk software for incoming tickets, and troubleshoot calls ensuring all tickets are allocated and being actively addressed. Hardware and software issue closure time is measured via internal SLA metrics. The technician will be responsible for ensuring ticket closure within those SLAs while maintaining high quality of service.
The technician will be co-responsible for hard- and software ordering, deployment and tracking.
Will be Yahoo technical point of contact with different providers (telecoms, networking, servers...)
Assist in company projects, integrations, office moves etc.
Provide reports to IT Manager, highlighting project status updates, issues and successes.
Provide on site user and new hire training.
Will be co-responsible for managing IT storage and IT Asset DB and audits.
