Offers “Orange”

Expires soon Orange

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

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