L1 Network Security Technical Support Engineer At Orange Business Services|0-2 years of Experience
Location:
CityStars, Cairo - Egypt
About the role
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 utilising 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 IT Services supported by the team
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 Equant
Excellent customer skills and focus are required
Ability to work under pressure and to deal with multiple tasks
Preferred to have networks background and knowledge
Preferred to have knowledge in any of the following technologies: firewalls, proxies, Zscaler, active directory, skype for business, Microsoft exchange
CCNA certification
Fluent in English (French is a plus)
Additional information
Educational background:
B.Sc. Engineering, Telecommunications or Computer Science
Professional Experience:
0-2 years of experience in the IT field.
Department
Customer Services & Operations