Vb Network Specialist ( Vois)
Cairo, Egypt
Job Description
ROLE PURPOSE:
Network Consultant - Customer facing technical service desk, graduate engineer (BE / BTech) or
preferred)
- Provide technical service desk support to Premium service customers with
Authorization Management:
- Receive requests/incidents via managing different communication channels (Remedy, SNOW,
- Authorizes sender/caller against Authorized List DB with Validation Procedures
- Direct and Report unauthorized communications to corresponding Authorized Contacts
- Submit requests for adding/removing/updating authorized contacts to correct internal team
Incident and Request Management:
- Act as Single Point Of Contact with 24/7 Support for Global Enterprises’ Help Desks (Local, Regional, or Global Helpdesks) in 75+ Countries..
- Validate requests/incidents against agreed templates to ensure high quality details submitted to next level of support
- Acknowledge requests/incidents within agreed Response Time
- Identify Requests/Incidents and submit to correct support group
- Manage resolutions received from next level of support ensuring clear and high quality communications back to customer
Knowledge Management
- Maintain good level of knowledge of all different bespoke process/procedure agreed with
- Know how to get the most updated information and refer to correct documents
- Make sure to always be up to date with all the changes in different processes/procedures as they occur
Service Level Management
World Class Customer Service
Must have technical and professional expertise
Essential: CCNA Preferred with 1 year NOC experience with technical profile background. CCNP is an added advantage. Engineering background. BE/BTECH. CCNA certification or have taken the relevant courses Desired: Experience in WAN technologies and troubleshooting is an added advantage. Being familiar with the ticketing system
#_VOIS
- Follow up on open incidents/requests according to the agreed milestones
- Make sure of contacting correct and relevant Point of Escalation
World Class Customer Service
- Know the size of the Global Enterprises that VGE is dealing with
- Realize the difference between the highest Customer Care in local market and the required level
- Understand impact of any small mistake and cost implications (e.g. Penalties)
- Provide best quality to our customers and show the value-added of having our service
Core competencies, knowledge and experience
- Fluent English
- Knowledge of ITIL framework is a plus
- Ability to acquire knowledge and investigate for information
- Previous experience within a service desk and customer service environment
- Excellent communication Skills
- Proficiency in using MS Office applications
- Share knowledge with colleagues and the immediate departments
- Team player, ability to work in an international and virtual team environment
- A strong desire to pursue industry accreditation as part of a continued drive training and development.
- Good analytical skills
- Ability to perform in dynamic, high-growth & high-uncertainty environments
- Ability to provide services to international and distributed virtual teams
Must have technical and professional expertise
Essential: CCNA Preferred with 1 year NOC experience with technical profile background. CCNP is an added advantage. Engineering background. BE/BTECH. CCNA certification or have taken the relevant courses Desired: Experience in WAN technologies and troubleshooting is an added advantage. Being familiar with the ticketing system
#_VOIS
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Job Detail
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Job IdJD1422865
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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