Technical Support Agent

Full Time

Hybrid

Etisalat Egypt -
6th of October, GizaPosted 9 months ago

142Applicants for2 open positions

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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