Centre Expertise Support a Distance Expert
Internship القاهرة, مصر IT development
Job description
about the role
· Phone support to the French users on their availability range.
· Provide timely and professional technical support for all IT incidents received by phone or through the web self-service tool
· Respond to all escalations on a timely manner in line with the Incident Handling Policy.
· Provide updates to the customers per the Incident Handling guidelines: Updates include managing updates notifications, Email and Telephone communication.
· Diagnose incidents utilizing administration tools or remote control utilities to troubleshoot PC, operating system or system incidents.
· Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner
· Perform technical escalations in line with Incident Handling policy
· Ensure incidents are routed to the proper next level/organization as part of the incident management process
· Liaise with other relevant departments e.g. Office IT, Infrastructure, Security, Data Center, etc. to ensure all incidents are managed properly
· Maintain a good degree of technical knowledge of all Orange Business Services IT services and applications.
· Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support.
· To resolve by himself/herself most of the incidents relevant to the scope of expertise.
· Undertake any other reasonable task as assigned
· Train the team members on the technical and relational aspects
· Support the diagnosis of breakdowns or simple abnormalities and accompany the complex or new events
· Qualitative and quantitative analysis of dysfunctions
· Creating the process documentation and maintaining them up to date
· Adaptation of diagnostic methods
· Monitor technically the management of the commitments (SLA)
· Provide and support the resolution techniques
· Supervise the incident management tools
· Analysis and recommendations of technical solutions for the incidents resolutions and changes implementation
· Analysis, recommendations and validations of technical solutions
· Design and implement technical solutions, standards and procedures
· Optimizing the infrastructure performance with the areas of expertise
· Perform a technical watch in his area of intervention
· Work in collaboration with the technical engineers and other experts to find and provide solutions to the incidents
· Analyze a problematic situation in a complex environment when dealing with complex changes and when monitoring standard changes
· Development and deployment of resolution methodology in consultation with areas of expertise
· Recommendations development, proposing solutions and scenarios for continuous improvement
· Analyzing and understanding the source of a malfunction, incident or accident (physical product specifications, process, etc.)
· Suggest a solution to resolve the problem if not known or documented
· Facilitate the internal trainings within the support team
· Solicit areas of expertise when identifying problems with monitoring their qualification and resolution
· Promote new technologies and methods: follow the changes
· Contribute and guarantee of respecting the SLAs and KPIs worn by the responsible of activities
about you
· Excellent command of French language is a MUST
· Very good command of English language
· Customer Service orientated, customer focused with good customer service skills. (Read & Write)
· Ability to multitask
· Good PC troubleshooting background (windows 7/10)
· Good troubleshooting logic to isolate the fault.
· At least one formal technical qualification related to Office IT, infrastructure, OS.
· Team work, Simplicity, Agility, Flexibility, Adaptability, result driven and Autonomous.
· Good communication skills and multi culture understanding
· Prioritization and time management.
Professional Experience
2-5 Years work Experience in IT operation activities
additional information
department
Customer Marketing& Innovation
contract
Regular