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| Orange Business Services |
Job Description
Duties and Responsibilities
Your main responsibilities in this role include the following:
Provide professional first , second and third technical support for large customers.
Work on both WAN (SDN) / LAN solutions, as well as Cisco IPT solution
Own the chronic and the complex problems/incidents.
Highlight all the single point of failures and potential issues that might affect the customer to the customers' account team.
Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
Provide updates as needed to the customer in order to meet performance objectives.
Comply with all the special process and procedures agreed with the account teams and customers.
Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process
Perform technical escalations in line with company procedure.
Monitor systems, customer networks, and products, and deal with alerts and events as appropriate
Liaise and refer issues to correct/relevant entities when needed.
Document all troubleshooting and case management actions via the electronic case management system.
Undertake any other rea Your Jobs reasonable task as assigned.
Ability to build relationships with peer and management levels both with clients and the company management.
A determination to process tasks according to predefined processes is essential.
Drive chronic and complex cases into quick and efficient resolution.
Act as a case manager in order to always push for faster issue resolutions.
Provide technical training to the team members when required.
Job Requirements
Computer, Communication or Electronics MIS, B.Sc. or B.Eng. Degree.
From 0 - 5 years of experience in the telecommunication field.
Preferably CCNA certified.
Preferably CCNP certified.
Fluent in both spoken and written English is a must.
Customer Oriented Attitude.
Job Details
Vacancy Type: Full-time Job
Job Functions: Engineering Information Technology Customer Service
Job Location: Cairo, Egypt
Application Deadline: N/A
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