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Technical Support Executive

Advanced Solutions
Cairo, Egypt

Technical Support Executive

Cairo, EgyptPosted 1 month ago
56Applicants for1 open position
  • 45Viewed
  • 18In Consideration
  • 27Not Selected

Job Details

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Job Description

  • Managing ticket workload across a number of customers, escalating issues where appropriate, and providing resolution to issues
  • Liaising with internal Customer Managers, Service Desk, Incident, and Problem Managers and Change Managers, whilst being involved in the management of major incidents and performance reporting
  • Troubleshooting issues in the product (application and data), database server, web server (IIS), and networks, to minimize the risk of disruptions
  • Communicating and escalating critical service failures through the Incident Management, Problem Management, and Senior Management teams
  • Ensuring reviews are fully documented and actions are raised and fulfilled
  • Being involved in changes to the service operation tools, processes, and working practices 
  • Assisting in defining and meeting SLAs, OLAs, and maintenance, as well as updates of the service catalog
  • Assisting in building up the Services Support Knowledgebase and promoting more 1st- line support resolution by the Global Service Desk
  • Undertaking continuous improvement in the operation
  • Coordinating with Product Development and Implementation teams to support product updates 
  • Supporting updates to products and services in both test and live system environments, in compliance with defined procedures
  • Creating Microsoft SQL Server and Oracle Databases scripts to identify and correct data integrity issues in customer's data 
  • Identifying opportunities that can improve the efficiency of the business and technical processes
  • Including all other duties as may arise from time to time and as may be assigned

Job Requirements

  • 1-5 years of experience in a Technical Support role
  • Excellent communication
  • Hands-on experience in Microsoft SQL Server and Oracle Databases scripts is a plus
  • IIS knowledge is a plus

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