Lead, First Line Application Support At orange Egypt
Apply before : 15 Mar 2021
Orange Egypt - Smart Village - Egypt
About the role
The 1st Line Technical Support Specialist is responsible for ensuring the provision of high quality support services to Solutions customers / Customer operations and business.As the first point of contact for customer queries and faults, the 1st Line Technical Support Specialist will be responsible for managing technical inquiries and complains through Ticketing system as well as emails to diagnose customer faults to resolution, whilst also maintaining accurate records within the IT system.
Fixing, troubleshooting and resolving issues within service level agreements (SLA's)
Updating the CRM system effectively
Developing and maintaining excellent relationships and becoming a trusted source of advice
Being on-site with customers when required
Provide exceptional Service support to the business
Provide solution(s)/work around(s) for incidents and Problems
Contribute to polices, processes and procedures
Trend Analysis and Problem management
Establishing a good working relationship with the business and 3rd party’s
Keep up to date with advancements in technology
Ensure appropriate standards and procedures are adhered to during the development process to support a quality deliverable to Production Environment
Work with a variety of business and technical teams to enhance service
Systems monitoring.
Performance analysis.
About you
EducationBachelor degree of Computer science / Engineering / information system or any related Major.
Skills
Strong knowledge of Database concepts
Strong knowledge with Oracle SQL
Good knowledge of Linux
Diagnostic and problem solving skills
Programming skills, debugging and diagnostic skills
Strong analytical skills
Attention to detail
Teamwork skills
Written and verbal communication skills
Interpersonal skills
Flexibility
Adaptability
Initiative
Department
Infrastructure , Information Technology