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Technical Support Engineer Jobs in Egypt |  فرص عمل في مصر

Job Title Technical Support Engineer
Description Technical Support Engineer jobs in Egypt

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 (French & German is a plus).

  • additional information

    Educational background and Professional Experience:

  • B.Sc. Engineering, Telecommunications or Computer Science.
  • (0 -2) years of experience in similar scope.

  • department

    Customer Services & Operations

    contract

    Regular


    Orange Retail SA
    https://neuvoo.com/img/logos/orange.png?empname=Orange Retail SA'>
    Job Number 592499
    Date Posted 2021-09-03
    Country Egypt
    Category Technical, Maintenance
    Views 3
    neuvoo.com
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