Technical Support Engineer
Cairo, Egypt
Job Description
About the role
- To provide support through the Service Excellence Process to IBO Customers, including processing of Customers Calls/ Inquiries, incident opening, qualification and management, troubleshooting and resolution.
- To be responsible for the management of both proactive and reactive incidents, ensuring a professional and consistent delivery of quality services to our Customers.
- To provide a professional first point of contact for the Customer.
- To accurately log all incidents/ inquiries in a timely and effective manner.
- Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other network/ products utility program wherever possible.
- Provide continual updates to the Customer and use internal escalation process when necessary in order to meet contractual and performance objectives.
- To coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLA definitions.
- To resolve by himself most of the incidents on all Services .. To own the incident management from creation to resolution.
- Document all troubleshooting and incident management actions via the ticketing systems.
- To ensure on time resolution, by escalating to the appropriated experts and management when necessary.
About you
- Very good interpersonal and communication skills.
- Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange.
- Excellent customer skills are required.
- Problem solving skills.
- Ability to work under pressure.
- Multitasking skills are required.
- Preferred to have knowledge on delivered technologies:
- CCNA certification is a plus
- Fluent in English.
- Fluent in French.
Additional information
Educational background and Professional Experience:- B.Sc. Engineering, Telecommunications or Computer Science.
- (0 -2) years of experience in similar scope.
- French Speaker
Department
Customer Services & OperationsContract
Regular
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Job Detail
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Job IdJD1444186
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationCairo, Egypt
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EducationNot mentioned