Customer Tech Support Expert
ref :583389 | 12 May 2025
apply before : 10 Aug 2025
- Egypt Cairo
- Egypt
about the role
- Troubleshooting and resolving high complexity customer faults.
- Provide next level technical support for SDWAN as a service.
- Timely and High-Quality handling of all support Requests.
- Provide a professional first technical point of contact for the customer for the crisis situations.
- Acts as technical escalation level within the team.
- Ability to build solid professional relationships with customer and internal peers in addition to the interlocking teams.
- Liaise and refer issues to correct/relevant entities internally and externally.
- Contacting vendors and following up until failure resolution.
- Act as the knowledge keeper within the team (technical and process wise).
- Delivering relevant training sessions to the team members.
- Owns the desk related topics and be the account representative.
- Provide updates as needed to the customer in order to meet SLAs.
- Perform technical/managerial escalations in line with the account/company procedure.
- Undertake any other reasonable task as assigned.
- Work On-call basis.
about you
- Engineering degree (B.Sc.) with 2-4 years relevant technical experience.
- Proficient in English
- An experience on Cisco router configuration and trouble-shooting Excellent network troubleshooting skills.
- Valid cisco (CCNA & CCNP) certificates is mandatory.
- Hands-on over SDWAN technologies
- Fortinet NSE4 Knowledge.
- Scope of technical expertise must include some the following:
- Services: Manged LAN VPN and IPNet (Private Internet), QOS, Business VPN (IPVPN)
- Router types: Cisco all chassis,
- Protocols: MPLS, IP, IPSec, Multicast etc.
- Routing Protocols: OSPF, EIGRP, BGP4
- WAN protocols: Frame Relay (FR), ATM
- Remote Access: PPP Dial (ISDN/PSTN)
- Security Devices: ( Fortigate, Safenet, Pulse secure )
- Very good analytical skills.
- Excellent customer skills as well as interpersonal and communication skills
- Good time management, and organizational skills.
- Ability to work under pressure and deal with multiple tasks.
- Ability to coach and mentor peers and subordinates
- Ability to act as the customer representative with suppliers and vendors.
- Proactive, self-motivated and determined attitude.
- Leadership and Matrix Management, Excellent training & coaching skills
- Excellent problem solving skills are necessary.
- Flexibility in terms of working hours.
department
Global Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business
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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