Senior Technical Support Engineer
ref :585309 | 07 août 2025
date limite de candidature : 31 déc. 2025
- CityStars, Cairo, Égypte - Egypte
votre rôle
- Provide comprehensive support to IBO Customers via the Service Excellence Process, including handling customer inquiries, incident and change management, troubleshooting, and resolution
- Manage both proactive and reactive incidents, ensuring consistent and high-quality service delivery to customers
- Serve as the primary point of contact for customers, delivering professional assistance and support
- Accurately log all incidents and inquiries promptly and efficiently
- Diagnose fault-related cases using software diagnostics and other relevant tools, aiming for proactive resolution
- Keep customers updated on the status of their inquiries and incidents, escalating internally when necessary to meet performance objectives
- Collaborate with internal departments and vendors to expedite fault resolution within defined SLAs
- Independently resolve most incidents across all services, taking ownership of incident management from creation to resolution
- Document all troubleshooting and incident management activities systematically using ticketing systems
- Ensure timely resolution of incidents by escalating to appropriate experts and management as needed
votre profil
Skills Required:
- Excellent interpersonal and communication skills to effectively engage with clients and internal teams
- Ability to comprehend complex customer infrastructure and a strong understanding of services offered by Orange Business
- Exceptional customer service skills to address client needs and ensure satisfaction
- Proficient problem-solving abilities to identify and resolve issues promptly
- Capability to perform effectively under pressure and manage challenging situations
- Strong multitasking skills to handle multiple tasks concurrently
- Fluency in English to communicate proficiently with diverse stakeholders
Preferred Skills:
- CCNA certification is a plus, demonstrating a foundational understanding of networking principles and technologies
le plus de l'offre
- Global opportunities: Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world
- Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working)
- Professional development: training programs and upskilling/re-skilling opportunities
- Career growth: Internal growth and mobility opportunities within Orange
- Caring and daring culture: health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events
- Reward programs: Employee Referral Program, Change Maker Awards
entité
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
contrat
CDI
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