Technical Support Engineer
- القاهرة
- دائم
- دوام كامل
Ø Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams.
Ø Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs.
Ø Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
Ø Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence.
Ø Perform and own technical management escalations in line with company procedure and case excellence policy.
Ø Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in detail and gain agreement to incident closure by customer or Service desk representativeØ Ability to organize on spot calls with the customer and gather resources for such callsabout youSkills / Qualifications:
Ø Excellent customer service skills
Ø Interpersonal and communication skills.
Ø Time management.
Ø Ability to work under pressure and deal with multiple tasks.
Ø Problem solving skills.
Ø Language skills French and english¿ Educational background:
Ø Bachelor of Science in Communications/Computer Engineering
Ø Cisco certificate (CCNA). (+)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