Level3 Cisco Collaboration Expert

3 days ago

Cairo, Egypt Orange Business Services Full time

To provide professional technical support and troubleshooting for all requests received.
- Resolve complex customer issues in support to Level 2 entities; diagnose fault-related cases by effectively utilizing software/tools diagnostics and other network/product utility programs.
- Act as the high level of technical escalation within Customer Operations and support the internal operational entities toward problem resolution.
- Provide status updates to CTS. Inform customer on technical progression, if required.
- Responsible for the verification and/or recommendation of the correct and appropriate hardware/software customer configuration of equipment toward resolution of customer faults
- Able to work closely with engineers, Vendors and Service Providers to adequately test and resolve hardware/software issues.
- Provide technical support for the resolution of repeated incidents/problems if requested, and identify trends.
- Resolve customer configuration problems, identify product malfunctions, and simulate communication problems in lab environment for problem resolution
- Document all troubleshooting and case management actions via the electronic case management system.
- To prepare technical reports as required (Problem management trend analysis).
- Technical guidance and support of peers and subordinate positions.
- Provide on the job coaching and mentoring to the VOC department.
- To undertake any other reasonable task as assigned
- To provide professional technical support and troubleshooting for all requests received.
- Resolve complex customer issues in support to Level 2 entities; diagnose fault-related cases by effectively utilizing software/tools diagnostics and other network/product utility programs.
- Act as the high level of technical escalation within Customer Operations and support the internal operational entities toward problem resolution.
- Provide status updates to CTS. Inform customer on technical progression, if required.
- Responsible for the verification and/or recommendation of the correct and appropriate hardware/software customer configuration of equipment toward resolution of customer faults
- Able to work closely with engineers, Vendors and Service Providers to adequately test and resolve hardware/software issues.
- Provide technical support for the resolution of repeated incidents/problems if requested, and identify trends.
- Resolve customer configuration problems, identify product malfunctions, and simulate communication problems in lab environment for problem resolution
- Document all troubleshooting and case management actions via the electronic case management system.
- To prepare technical reports as required (Problem management trend analysis).
- Technical guidance and support of peers and subordinate positions.
- Provide on the job coaching and mentoring to the VOC department.
- To undertake any other reasonable task as assigned

**about you**:

- Strong experience in telecommunications telephony domain with 5-8 years technical.
- Strong experience in operational support & crises management ( 3-5 years).
- Qualified on Network, LAN/WAN topologies and protocols.
- Ability to carefully plan and co-ordinate work according to a demanding time schedule.
- Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization.
- Good office automation and PC literacy skills.
- Exceptional networking/communications background.
- Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.
- Good interpersonal skills.
- Good time management, organizational and communication skills.
- Ability to work under pressure.
- Ability to deal with multiple tasks.
- Ability to coach and mentor peers and subordinates.
- Ability to lead and provide direction in resolving business critical problems at the highest organizational level.
- Good commercial awareness.
- Presentation/Report writing skills.
- Ability to act as the customer representative with suppliers and vendors.
- Ability to build relationships with peer and management levels both with clients and the company management.
- Proactive, self-motivated and determined attitude.
- Excellent problem solving skills are necessary.
- Tenacity.
- Flexibility in terms of working hours.
- Proficient in English

**additional information**:
Orange Business Services, Egypt MSC, is located at City Stars Complex at the heart of one of the biggest shopping malls in Cairo. We are a Global organization with exposure to customers of diverse nationalities & backgrounds.
Orange aims to be recognized as an employer of choice by and not limited to being an ethical & socially responsible employer, offering career & development opportunities, providing a positive quality of life at work, and recognizing & rewarding our people for individual & collective contributions to our success. Our benefits include supporting our people with

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