call center agent position - sutherland (furniture)

certified respiratory therapist

MISR TECHNOLOGY SERVICES

<div>Helpdesk Specialist provides fast and useful technical assistance on computer systems as well as answering queries on basic technical issues and offer advice to solve them.
An excellent Helpdesk Specialist must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
Responsibilities<ul><li>
Serve as the first point of contact for end users seeking technical assistance over the phone, ticketing system, and emails.</li><li>
Perform remote troubleshooting through diagnostic techniques and pertinent questions</li><li>
Experience in supporting end users on a corporate network; specifically support involving Switches, Subnets, Routers, VLANs, DNS, Network Shares, Network Storage, File/Print services, Directory Services, Etc. is preferred.</li><li>
Determine the best solution based on the issue and details provided by end users</li><li>
Walk the customer through the problem-solving process</li><li>
Direct unresolved issues to the next level of support personnel</li><li>
Provide accurate information on IT products or services</li><li>
Record events and problems and their resolution in logs</li><li>
Follow-up and update end user&rsquo;s status and information</li><li>
Pass on any feedback or suggestions by customers to the appropriate internal team</li><li>
Identify and suggest possible improvements in procedures</li><li>
Manage PC setup and deployment for new employees using standard hardware, images and software</li><li>
Perform timely workstation hardware and software upgrades as required</li><li>
Diagnosing and solving hardware/software faults</li><li>
Managing and troubleshooting any end-user equipment printers, scanners and VC</li><li>
Responsible to track assets and document the details</li><li>
Follows and implements the company&rsquo;s data security rules</li></ul>
Requirements and Qualifications
<ul><li>BSc/BA in IT, Computer Science or relevant field or equivalent years of hands-on experience</li><li>
Years of experience at least 3 years</li><li>
Above average knowledge of networking protocols, especially TCP/IP.</li><li>
Proven experience as a help desk specialist or other customer support role</li><li>
Tech savvy with working knowledge of office automation products, databases and remote control</li><li>
Good understanding of computer systems, mobile devices and other tech products</li><li>
Good knowledge of Microsoft Excel, Word and PowerPoint</li><li>
Ability to diagnose and resolve basic technical issues</li><li>
Proficiency in English</li><li>
Having a good knowledge of</li><li>
CompTIA A+</li><li>
ITIL Foundation.</li><li>
Microsoft Certified Solutions Associate on Windows 10.</li><li>
Excellent communication skills at all levels in the company</li><li>
Managing Priorities</li><li>
End user-oriented and cool-tempered</li></ul>
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IT Helpdesk Specialist - Alex Office

Sutherland

<div>Company Description 
About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they&rsquo;re our core expertise. 
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We&rsquo;ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless &ldquo;as a service&rdquo; model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland 
Unlocking digital performance. Delivering measurable results. 
Job Description 
We are seeking a highly skilled and motivated Training &amp; Quality Manager to join our team. In this dual role, you will be responsible for developing and implementing effective training programs while ensuring high-quality standards across the organization.<ul><li>
Design, develop, and implement comprehensive training programs to enhance employee skills and performance</li><li>
Conduct training needs assessments and create tailored learning solutions for various departments</li><li>
Manage and maintain the organization's quality management system, ensuring compliance with industry standards</li><li>
Lead quality assurance initiatives and continuous improvement projects</li><li>
Develop and track key performance indicators (KPIs) for both training effectiveness and quality metrics</li><li>
Conduct regular quality audits and implement corrective actions as needed</li><li>
Collaborate with department heads to identify training needs and quality improvement opportunities</li><li>
Identify opportunities to improve processes, tools, and methodologies that drive efficiency and performance</li><li>
Mentor and guide team members in both training and quality management practices</li><li>
Lead, develop, and manage both Training and Quality teams, ensuring strong bench strength and succession planning</li><li>
Stay updated on industry trends and best practices in training methodologies and quality management</li><li>
Prepare and present reports on training outcomes and quality performance to senior management</li><li>
Manage relationships with internal and external stakeholders, providing regular updates on training effectiveness, quality performance, and key initiatives</li><li>
Partner cross-functionally (Service Delivery, Ops Excellence, Talent Acquisition, Workforce Management, and HR) to align on priorities and drive results</li><li>
Foster a culture of continuous learning, accountability, and high performance</li></ul> 

Qualifications 
<ul><li>
Bachelor&rsquo;s degree in any field (Master&rsquo;s/MBA preferred)</li><li>
Minimum 5-7 years of experience in training and quality management roles</li><li>
Proven track record in developing and implementing successful training programs</li><li>
Strong knowledge of quality management systems and process improvement methodologies</li><li>
Excellent project management skills with the ability to manage multiple initiatives simultaneously</li><li>
Advanced analytical and problem-solving skills</li><li>
Outstanding communication and presentation abilities</li><li>
Strong leadership skills with experience in team management</li><li>
Proficiency in learning management systems and quality management tools</li><li>
Certifications in Training Management and Quality Management (e.g., Certified Training and Development Professional, Six Sigma Black Belt) preferred</li><li>
In-depth knowledge of industry standards and best practices in training and quality management</li><li>
Ability to adapt to changing priorities and work effectively in a fast-paced environment</li><li>
Excellent interpersonal skills with the ability to build relationships across all levels of the organization</li></ul> 

Additional Information 
All your information will be kept confidential according to EEO guidelines.</div>

Manager - Training & Quality Manager

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IT Helpdesk Specialist - Alex Office

Manager - Training & Quality Manager