Technical Support Engineer
Orange Business Services
Egypt
منذ 4 يوم

Job Purpose

  • 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 cases ensuring a professional and consistent delivery of quality services to our Customers
  • key tasks and responsibilities

  • 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 / herself most of the incidents on all Services
  • Document all troubleshooting and case 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 and focus are required
  • Ability to work under pressure and to deal with multiple tasks
  • Preferred to have knowledge on delivered technologies :
  • CCNA certified is a plus
  • Fluent in English
  • Additional information

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

    Customer Services & Operations

    Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.

    Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

    Regular

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