Senior Technical Support Consultant
2 months ago
Work as a senior agent to drive customer satisfaction through customer support.
- Provide second, and third-line support for both internal and external customers.
- Participates in the creation and maintenance of knowledge database content.
- Involved with the operational delivery and new product and feature releases.
- Ensure that all customer inquiries and issues are solved correctly and promptly and professionally.
- Implement any necessary preventive measures to reduce customer faults and issues.
- Maintain a changelog for each system documentation piece.
**Personal Skills**:
- Excellent communication, interpersonal and negotiation skills.
- Excellent presentation skills and an ability to adapt to the audience “on the fly”
- Excellent leadership & people management skills
- Excellent analytical & problem-solving skills with an engaged, self-motivated, can-do attitude
- Excellent command of English.
**Technical Skills**:
- 6+ years of consulting experience, preferably with APM tools.
- Ability to display an understanding of networking and protocols such as TCP/IP, HTTP, DNS, SSL, and BGP, as well as diagnostic tools such as Wireshark, HTTPWatch and Fiddler
- 6+ years of related technical work experience (ex: sysadmin/devops, support, etc.)
- Current relevant industry certifications (ex. LFCS, CompTIA Network+, Cisco CCNA, etc.)
- Understanding of common enterprise architecture topologies/solutions in the context of troubleshooting complex customer environments, and the ability to debug issues that exist anywhere between a client and server
- Familiar with one or more cloud platforms such as AWS, Azure, and Pivotal Cloud Foundry
- Exposure to Java, Python, or other programming languages
- Exposure to NoSQL database platforms such as Elasticsearch and Cassandra
- Experience with ticketing and collaboration management tools such as Zendesk, Jira, and Confluence
**Education**:
B.Sc. of computer Engineering or Computer Science, from a reputable faculty
**Job Details**:
Job Location
Cairo, Egypt
Company Industry
IT Services
Company Type
Employer (Private Sector)
Job Role
Engineering
Joining Date
2023-10-01
Employment Status
Full time
Employment Type
Employee
Manages Others
No
Job Division
VIS
Technical
Career Level
Mid Career
Years of Experience
Min: 6 Max: 9
Residence Location
Egypt
Nationality
Egypt
Degree
Bachelor's degree
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