Junior Network Engineer

Xceed -
Maadi, CairoPosted 3 years ago

405Applicants for1 open position

Job Details

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About the role:

Provide a technical point of contact for customers’ incidents.
Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams.
Diagnose fault-related incidents by effectively utilizing software diagnostics and another network/product utility programs.
Document all troubleshooting and incident management actions via the electronic
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 the incident management system in a timely manner.
Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence.
Perform and own technical management escalations in line with company procedure and case excellence policy. closure by customer or Service desk representative

Key Responsibilities:

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 IT Services supported by the team.
Document all troubleshooting and case management actions via the ticketing systems
When/where required, be contactable for escalations and support, on an on-call standby basis
When/where required, perform assigned tasks on a 24 x 7 shift basis.

Job Specification:

Excellent customer service skills
Able to understand complex Customer infrastructure and a good understanding of Services proposed by Equant
Excellent customer service skills.
Interpersonal and communication skills.
Time management skills.
Ability to work under pressure and deal with multiple tasks.
Problem-solving skills.
Excellent command of spoken and written English.

Required Qualifications: