Job Details
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Job Description
- Troubleshooting and resolving high complexity customer faults on MS Technologies ( MS Lync / Skype / Exchange / SharePoint )
- Provide next level / Third Level technical support
- When the resolution is not possible ensuring the fault is passed to the most appropriate group able to resolve.
- Perform service changes by assessing risk and implementing requests reported within the agreed Change Management process through Orange Change tools.
- Resolve service problems by performing root cause analysis and designing action plans for unknown errors reported through Problem Management Dashboard.
- Perform solution releases by authorizing, validating (changes, upgrades, updates, patches, and migrations) and implementing them.
- Manage customer (internal and external) calls and provide them with regular updates as per each of the service support processes
- Perform SIPs actions and update the action plan of the SIP
- Perform Capacity Plans on the customer platforms, and ensure the expected performance is met.
Job Requirements
Educational background:
- B.Sc. degree in Computer Science, communications or electronics engineering.
Professional Experience:
- At least 3-4 years of professional experience.
- At least 2 years of IT/Microsoft System administrations.
- Hands on experience on below technologie:
- MS Lync 2010/2013
- MS Skype for Business 2015
- DNS
- Active Directory
- Exchange ( a Plus )
- SharePoint ( a Plus )
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