Technical support engineer

Twoja rola

Job Title: Technical support engineer

Organization: Service Operations

Location: Egypt Cairo

Reporting to: Service Desk manager.

Job Purpose:

  To Collect & perform primary troubleshooting end to end for network incidents 24x7 in order to ensure a professional and consistent delivery of quality service to our customers.

Key Tasks and Responsibilities:

1. To provide a professional first technical point of contact for the customer .

2. Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.

3. Provide updates as needed to the customer in order to meet performance objectives.

4. To ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process.

5. To perform technical escalations in line with company procedure.

6. To monitor systems, customer network secusrity and products, and deal with alerts and events as appropriate.

7. To liase and refer issues to correct/relevant entities e.g. other GCSC’s, PTT, IOC and other Vendors as appropriate.

8.Document all troubleshooting and a case management actions via the electronic case management system.

9. To conduct initial diagnostics and undertake basic fault diagnostics to resolve where possible, customer faults .

Job Contacts:

Within Orange Business Services:

    operation & account teams

Outside Orange Business Services:

Telecom providers (PTT) & OBS customers