Browse Jobs
For Companies
Log inGet Started
Logo

L2 Technical Support Engineer (T...

Viavi Solutions
Maadi, Cairo
Viavi Solutions logo

L2 Technical Support Engineer (Telecom Engineer)

Maadi, CairoPosted 1 month ago
94Applicants for1 open position
  • 41Viewed
  • 14In Consideration
  • 2Not Selected

Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:

Skills And Tools:

Job Description

  • Provide prompt and professional technical support to customers via phone, email, chat and our standard ticketing system, and make sure the customer is updated regularly.
  • Diagnoses, research, troubleshoot and identify solutions to software issues.
  • Ask customers targeted questions to have a clear understanding of the customer’s problem.
  • Track customer’s system, hardware, and software issues through to resolution, within agreed time limits (respect the various SLAs).
  • Properly escalate unresolved system software issues to software developers.
  • Provide prompt and accurate feedback to customers including actions of fix and RCA.
  • Refer to internal knowledge base or external resources to provide accurate tech solutions.
  • Ensure all issues are properly logged.
  • Prioritize and manage several open issues at one time.
  • Follow up with customers to ensure their systems are fully functional after troubleshooting.
  • Prepare accurate and timely reports.
  • Document technical knowledge in the form of articles and manuals to enrich the support knowledge base and generate reports on support activities and trends.
  • Stay updated with new technologies, product updates, and industry trends.
  • Provide feedback and suggestions for improving support processes and tools.

Job Requirements

Functional Skills:

  • Excellent interpersonal and communications skills with colleagues and clients either verbally or in writing.
  • Fluency in English is a must.
  • French and Italian languages are a plus.
  • Excellent problem-solving and troubleshooting skills.
  • Ability to manage multi-tasking and prioritize effectively.
  • Strong attention to detail and accuracy.
  • Ability to work independently and as part of a team under general supervision.
  • 3-10 years of experience in maintaining and troubleshooting microservices-based applications deployed across multiple servers at customer sites. 

Technical Skills:

  • Bachelor’s degree in IT, Computer Science, Telecommunications, or similar.
  • Experience in mobile telecommunication systems (4G, 3G and 2G) and analysis tools like Wireshark
  • Hands-on experience with Linux (Debian, Fedora) and Windows server OS environments.
  • Strong understanding of OS administration (SSH, disk/log management...).
  • Familiarity with networking concepts (LAN, VLAN, DNS).
  • Experience with remote access tools (RDP, Any desk, Citrix…).
  • Knowledge of cloud services (AWS...) is plus.
  • Good database knowledge (SQL, MongoDB, PostgreSQL).
  • Familiarity with monitoring tools (Zabbix, Grafana, Prometheus).
  • Good scripting knowledge (Shell scripts, Bash).
  • Strong understanding of Docker Management.
  • Basic knowledge of Kubernetes is a plus.
  • Experience with ticketing systems (Jira or similar).

Featured Jobs

Similar Jobs

Search other opportunities
JobsCustomer Service/SupportL2 Technical Support Engineer (Telecom E...