Technical Solutions Expert

القاهرة
دائم
دوام كامل

قبل 22 يوم

about the roleJob Purpose:Provide 24x7 Level 2 support for Unified Communications solutions (Microsoft, BTG, Avaya) to international customers. Manage end-to-end incident resolution, perform standard and complex changes for IP Telephony, and ensure seamless service delivery.Responsibilities:

Deliver exceptional customer experience through prompt and effective support.
Own and manage incidents and change requests according to shift schedules.
Ensure timely resolution of voice services issues across multivendor platforms and Orange core voice network.
Maintain service restoration and business continuity.
Collaborate with higher technical support, vendors, and internal teams to resolve incidents.
Escalate issues as needed, providing detailed fault analysis.
Log, track, and update all incident actions, maintaining clear communication with customers.
Keep management informed of major incidents and high-impact issues.
Follow escalation procedures and activate chronic issue protocols when necessary.
Continuously update technical knowledge on relevant technologies.
Support assigned tasks and projects efficiently, contributing to team goals.

about youQualifications:

Bachelor's degree in Telecommunications, Computer Engineering, or related field.
Certifications: Microsoft Teams, AudioCodes, Avaya ACA, CCNP Voice (preferred).
Experience with SIP tracing, analysis, and VoIP protocols (H.323, SIP, SS7, ISDN, SBC).
Knowledge of Microsoft Teams, Azure, and Avaya products.
2+ years of operational experience in voice and network support.

Skills:

Strong interpersonal and communication skills.
Customer-focused with a proactive approach.
Target-driven and business-oriented.
Fast learner with excellent problem-solving skills.
Effective time management and ability to work under pressure.
Flexible team player with a logical and analytical mindset.

Languages:

Fluent in English (spoken and written).

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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