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Technical Support Engineer At Orange Egypt (0-2 year Experience)

 Technical Support Engineer At Orange Egypt  (0-2 year Experience)



Posting date:10 May 2021

Apply before : 08 Aug 2021

Location;CityStars, Cairo - Egypt


About the role

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(French & German is a plus).

Additional information

•  B.Sc. Engineering, Telecommunications or Computer Science

•  0 -2 years of experience in similar scope

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