Ingy Korraa

Technical support EngineerFull Time

• Job Details:.Second-Level Network Technical Support Engineer for dedicated customer • Provide a professional technical point of contact for customer. • Provide updates as needed to the customer in order to meet performance objectives and service excellence guidelines. • Perform technical escalations in line with company procedure. • Monitor systems, customer networks and products, deal with alerts and events as appropriate. • Document all troubleshooting and incident management actions. • Acted as Single Point of Contact (SPOC) for the important sites that has chronic issues. • Participated in a Service Improvement Plan and was able to get several compliments from the customer. • Ability to manage field engineers, Telecom Companies over the globe, local service providers and vendors efficiently in order to restore the customer’s service • Responsible for training new comers, introduce them to Orange worldwide Backbone Networks and make them familiar with the support tools. • Attend management meetings to set team strategy. • Attend periodic meetings (conference calls) with the customer’s account teams to discuss the customer complaints and Service Improvement Plans (SIPs) in order to reach & maintain the customer satisfaction. • Build relationships with peer and management levels both with clients and the company management • Prioritization and balance in tense situations and work activity in multitask situations. • Ensure the team’s KPIs are met & develop improvement plans for any failing KPI to ensure its success. • Responsible for periodic calls with the customer to get their feedback and concerns and to fill the Customer Satisfaction Survey each quarter • Responsible for interviewing new candidates and filtering the applications • Participated in Quality Assurance project and Auditing the team performance and work • Developed a chronic system for old work load which reduced the current load to almost half .