Technical Support Engineer
Technical Support Engineer
Full time Cairo, Egypt
Career Level Entry/Junior Experience Less Than 1 Year Gender FemaleMale Industry Engineering Qualifications Degree Bachelor
Job Detail
Job Description
Egybell is hiring a Technical Support Engineer for a telecommunication company located in Cairo.
Job Responsibilities To provide support through the Service Excellence Process to IBO Customers, including processing of Customers Calls/ Inquiries, incident opening, qualification, and management, troubleshooting and resolution. To be responsible for the management of both proactive and reactive incidents, ensuring a professional and consistent delivery of quality services to our customers. To provide a professional first point of contact for the Customer. To accurately log all incidents/ inquiries in a timely and effective manner. Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other network/ products utility program wherever possible. Provide continual updates to the Customer and use internal escalation process, when necessary, in order to meet contractual and performance objectives. To coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLA definitions. To resolve by himself most of the incidents on all Services .. To own the incident management from creation to resolution. Document all troubleshooting and incident management actions via the ticketing systems. To ensure on time resolution, by escalating to the appropriated experts and management when necessary
Professional Experience (0 -2) years of experience in similar scope. English fluency (French is a plus).
Technical, Systems Basic knowledge in computer networks CCNA Knowledge is a must. Preferred to have knowledge in any of the following technologies: firewalls, proxies, load balancers, Intrusion prevention & detection system, SSL gateways (Pulse Secure) Technical/troubleshooting mindset with problem solving skill Education B.Sc. Engineering, Telecommunications or Computer Science.
Required skills