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Technical Support Agent

Etisalat Egypt
6th of October, Giza

Technical Support Agent

6th of October, GizaPosted 17 days ago
100Applicants for2 open positions
  • 51Viewed
  • 19In Consideration
  • 9Not Selected

Job Details

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Job Description

•             Proactive enterprise monitoring outbound queue, Monitor the enterprise customer’s connections and immediately respond to alerts and events received

•             handling direct communication with technical department either on Enterprise Connectivity callback function

•             handling Enterprise Gated Community SIP Trunk/Fixed Voice/ IPTV/static IP IVR/FO/ public WIFI/ Business WIFI/ 

•             Monitoring enterprise monitoring tool performance and confirming system stability

•             Escalating monitoring tool performance issues to concerned teams with detailed report about the failure.

•             Non-Technical enterprise support (Billing complains; collection requests & AM requests)

•             Technical Change requests, Alignment between Technical & customers for any network TCR (technical change request).

•             3G WIFI Offloading ownership, Offloading Etisalat Mobile network in high demand areas.

•             Customer tickets Call Back confirmation, Call-back SRs function to confirm with customers

•             Updating databases (Customer contacts, MW routes & CRM data), and adding new installed customers to the automated monitoring tools and updating existing customers.

Job Requirements

  • Very good command of English language
  • Dedication, sense of ownership
  • Ability to work in teams
  • Very good oral and written communications skills
  • B.Sc in computer science is a plus
  • Good knowledge in networking specially Cisco products (Routers, switches), CCNA International
  • Desirable Qualifications and Experience
  • Demonstrated verbal communication & Technical skills and ability to convey information clearly and effectively.
  • Ability to effectively handle multiple tasks in a fast-paced environment.
  • Ability to identify problem issues and determine the appropriate course of action/redirection within department

 

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