Senior Technical Support Engineer

القاهرة
دائم
دوام كامل

قبل 10 أيام

about the role

Provide comprehensive support to IBO Customers via the Service Excellence Process, including handling customer inquiries, incident and change management, troubleshooting, and resolution
Manage both proactive and reactive incidents, ensuring consistent and high-quality service delivery to customers
Serve as the primary point of contact for customers, delivering professional assistance and support
Accurately log all incidents and inquiries promptly and efficiently
Diagnose fault-related cases using software diagnostics and other relevant tools, aiming for proactive resolution
Keep customers updated on the status of their inquiries and incidents, escalating internally when necessary to meet performance objectives
Collaborate with internal departments and vendors to expedite fault resolution within defined SLAs
Independently resolve most incidents across all services, taking ownership of incident management from creation to resolution
Document all troubleshooting and incident management activities systematically using ticketing systems
Ensure timely resolution of incidents by escalating to appropriate experts and management as needed

about youSkills Required: * Excellent interpersonal and communication skills to effectively engage with clients and internal teams

Ability to comprehend complex customer infrastructure and a strong understanding of services offered by Orange Business
Exceptional customer service skills to address client needs and ensure satisfaction
Proficient problem-solving abilities to identify and resolve issues promptly
Capability to perform effectively under pressure and manage challenging situations
Strong multitasking skills to handle multiple tasks concurrently
Fluency in English to communicate proficiently with diverse stakeholders

Preferred Skills:

CCNA certification is a plus, demonstrating a foundational understanding of networking principles and technologies

additional information

Global opportunities: Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world
Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working)
Professional development: training programs and upskilling/re-skilling opportunities
Career growth: Internal growth and mobility opportunities within Orange
Caring and daring culture: health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events
Reward programs: Employee Referral Program, Change Maker Awards

departmentGlobal Delivery & OperationsOrange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do businesscontractRegular

Orange

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