Technical Support Engineer
- القاهرة
- دائم
- دوام كامل
- 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 utilizing 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 Services
- 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.
- Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange
- Excellent customer skills and focus are required
- Ability to work under pressure and to deal with multiple tasks
- Preferred to have knowledge on delivered technologies:
- Fluent in both English & French is a plus
- 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