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L1 Network Security Technical Support Engineer At Orange Business Services|0-2 years of Experience

 L1 Network Security Technical Support Engineer At Orange Business Services|0-2 years of Experience


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


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