▪ Troubleshoot and diagnose in depth Automation Hardware and Software technical issues on appropriate action for resolution within the agreed SLA period;▪ Resolve SQL database issues through remote support using Microsoft SQL Server, 1st and 2ndlevel of support;▪ Respond to requests for technical assistance via phone or emails across Africa and MEA (Middle East & Africa) region;▪ Properly escalate unresolved queries to the next level of support (3rd and 4th level of support)… Show more ▪ Troubleshoot and diagnose in depth Automation Hardware and Software technical issues on appropriate action for resolution within the agreed SLA period;▪ Resolve SQL database issues through remote support using Microsoft SQL Server, 1st and 2ndlevel of support;▪ Respond to requests for technical assistance via phone or emails across Africa and MEA (Middle East & Africa) region;▪ Properly escalate unresolved queries to the next level of support (3rd and 4th level of support), ground technical support team or research and development department;▪ Collect the needed data from the customer to troubleshoot the issue and follow up with customers, provide feedback and see problems through to resolution;▪ Log all helpdesk tickets in the proper Helpdesk tool ( Salesforce - Service max, Jira, etc.), maintain updating records and track of the issue;▪ Provide updates to the customers on the progress and results of the troubleshooting, ensure proper recording, documentation and closure▪ Perform PSP (Problem Solving Process) approach to trace the root cause of the recurring problems with the end customers;▪ Generate weekly & monthly reports of our SLA performance per customer, according to the agreed SLA or contract, presenting all the KPIs for the customer to track our performance;▪ Export data analysis reports to the customers to analyze their issues and challenges to present data to the management to sustain their decisions with visual data;▪ Generate VDM (Visual Daily Management) representation of the support data on the Helpdesk tool for internal/ external purposes;▪ Follow standard help desk process and procedures and maintain the KPIs of the Helpdesk team;▪ Track, route and redirect problems to correct resources;▪ Utilize excellent customer service skills and exceed customers’ expectations;▪ Preserve and grow your knowledge of help desk procedures, products and services;▪ Research questions using available information resources; Show less

• Assist in the planning and preparation phase of the UNEVOC TVET Leadership Program in Bonn, Germany, including logistical support, preparation of communication, PR and program materials;• Prepare an implementation report of the UNEVOC TVET Leadership Program based on the content discussed;• Support the work of the UNEVOC Network Secretariat, including updating the network database and communication with the Network;• Development of visually attractive presentations, in internal… Show more • Assist in the planning and preparation phase of the UNEVOC TVET Leadership Program in Bonn, Germany, including logistical support, preparation of communication, PR and program materials;• Prepare an implementation report of the UNEVOC TVET Leadership Program based on the content discussed;• Support the work of the UNEVOC Network Secretariat, including updating the network database and communication with the Network;• Development of visually attractive presentations, in internal disicion making meetings;• Improving the user experience of UNEVOC’s web-based Network resources;• Prepared and planned in the European UNEVOC Consolidation Workshop event;• Assisted in reviewing and observing internal documents; producing statistical charts for various inputs; evaluating the BWPs based on their input activities and making a chart to present it. Participated in consultation meetings regarding the inputs evaluation, for different regions; converting the BWPs activities into matrix and statistical figures to overview;• Support the organization of other Network related events for Arab state network and African countries;• Carry out background research as needed;• Any other task assigned by the supervisor and/or the Head of Office. Show less

4 weeks Technical Internship in Nubaria II Power plant (Powergeneration services) – Witnessed Major inspection activities on aframe 9FA gas turbine also participated in rotor replacement for9FA GT.