Mena Shoukry Email & Phone Number

Cairo, Cairo Governorate, EG

• Provide technical support (Onsite/Remote) for 150+ user allocated in JTI GSC 3 factories
• Maintain IT operations and services delivery for GSC users including Hardware, Network, Systems and Business applications
• Maintain LAN and WAN services for GSC factories including monitoring connections utilization/stability and communicate with related vendors as needed to keep local and VPN connections within contracted SLAs.
• Coordinate local projects managed by local IT Team including network infrastructure, Hardware upgrades and business applications projects.
• Work closely with Global IT Team on global projects and initiatives
• Collaborate with the IT Security team to plan and deliver activities for Egypt GSC employees and drive locally related training and activities

Egypt

• Maintain life cycle for business applications including software/hardware support, incidents definitions/escalation, data analysis and reporting.
• Work closely with vendors, local and global IT teams to resolve IT incidents and problems blocking business applications workflow.
• Design and optimize Sales reporting through metrics/KPIs improvement based on organization targets and objectives.
• Provide daily technical support for Sales Reps including timely manner solutions/workarounds and handling downtimes to maintain smooth daily closing.
• Maintain business application BO reporting data integrity for accurate monthly closing
• Develop technical documentation and provide system training for business applications users

Egypt

• Handle customers inquires and incidents
• Provide first level customer support and escalation to backend teams as needed
• Maintain high level of customer satisfaction.
• Provide customers with products and services information and details.