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Technical Support Engineer

Orange Business
Nasr City, Cairo
Posted 6 years ago
258Applicants for10 open positions
  • 231Viewed
  • 55In Consideration
  • 111Not Selected
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Job Details

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Job Description

Technical Support Engineer - Shifts work may be required – Must have CCNA certification

We will need you to:

  • Provide a professional first and second technical support for a large customer
  • 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

  • Do you have an engineering degree?
  • Are you a CCNA Certified candidate?
  • Do you have 0-3 years of experience in telecommunication?
  • Your passion and interest lie in network troubleshooting?
  • Do you like working with VPN Architecture, Network devices, routing protocols, tunneling protocols, DSL services, IP Telephony, Voice over IP, etc. technologies?
  • Do you have excellent communication skills in English?
  • Are you open to working in shift hours if required?
  • Are you waiting to make it big in an MNC, working with international customers?

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