IT Analyst | orange group
Experience needed: 0-4 years
Job type: full time
Location:CityStars, Cairo
Job description:
Incident handling and coordination for Equant and FT :
- Monitoring daily active Tickets ensuring issues are communicated clearly.
- Providing 2nd level to the IT Help desk in Network, AD, Security and remote access.
- Troubleshooting and managing complex incidents acting as 2nd level within the time frame agreed with the business.
- Providing an interface between Equant and FT subsidiaries.
- Managing access to French applications for Equant users.
- Performing and managing technical/1st level escalations in line with ITSM Fault Management.
- Assisting in the coordination of major outages and participating in crisis management and post mortems for outages.
- Being part of pilots projects, major projects and changes as a main contributor providing testing, analysis and feedback to the project owners.
Provide Lotus Notes support including :
Change Management – Validate and apply changes to server, application configuration or architecture, as requested by the customer or by Engineering teams
Technical management – perform pro-active service maintenance actions to maintain service availability and reduce risk
Migration – When required, coordinate and perform migrations/upgrades (eg. migration of users from previous to newer Notes version on hosted server)
Process controls:
- Contributing to the Incident backlog follow-up with 2nd – 3rd level teams to ensure targets are met.
- Analyzing trouble tickets to monitor service trends and determine chronic issues, with a specific focus on service and processes improvements.
- Assisting with improving and performing process audit activities.
- Ensuring support groups adherence to operational processes across all levels.
- Promoting and communicating incident management process rules and guidelines across support organizations.
- Involved in all new processed between FT France and subsidiaries .
Communications:
- Providing guidance and training for the IT Helpdesk level 1 agents.
- Providing updates to the customers per incident fault management guidelines.
- Being involved in processes documentation and improvement through performance analysis.
Job requirements:
- University degree in IT/computer engineering.
- Fluent In English is a Must, French is preferable.
- 0-4 Years of IT Experience.
- Good Analysis Skills.
- Good communication and negotiation skills.
- Problem solving skills.
- Good Knowledge of network.
- Good Knowledge of security.
Additional information:
- Experience in 2nd or 3rd level support is a plus