Regular - L1 Network Security Technical Support Engineer
L1 Network Security Technical Support Engineer
ref :579568 | 02 Apr 2024
apply before : 01 Jul 2024
CityStars, Cairo, Égypte - Egypt
about the role
Job Purpose: To provide support throughout the case excellence process to IT Services Customers, including processing of customers calls/inquiries, case opening, qualification and management, troubleshooting and resolution. To be responsible for the management of both proactive and reactive cases ensuring a professional and consistent delivery of quality services to our customers.
Key Tasks and Responsibilities:
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 utilising 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/herself most of the incidents on all IT Services supported by the team Document all troubleshooting and case management actions via the ticketing systems
about you
additional information
Educational background:
B.Sc. Engineering, Telecommunications or Computer Science
Professional Experience:
0-2 years of experience in the IT field.
contract
Regular
Only your skills matter
Regardless of your age, gender, origin, religion, sexual orientation, neuroatypia, disability or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company: don't hesitate to tell us about your specific needs.
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