Personable and knowledgeable IT support technician with over 3 years of experience assisting customers with various hardware and software-related issues. Provided in-depth technical support to clients, solving 99.2% of issues without transferring to Tier 3 support. working as expert technical support to enterprise organisations at TelecomEgyptKey Qualifications and ResponsibilitiesCoordinated with Level 1 technical support specialists to take over calls outside their level of support.Assisted customers with more difficult technical issues requiring a greater level of personalised care and in greater length.Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.I onboarded and trained all incoming junior tech support specialists.Key AchievementsSolved 99.2% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers.