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Technical Support Engineer

2 weeks ago

Mansoura, Egypt Egybell Full time

**Responsibilities**:

- Work Scope: MEA Region
- Problem Escalation Handling:
1)Handle issues escalated by hotline L2 agents, customer service centers, and door-to-door engineers ;provide solutions to the issues.
2) Provide remote and real-time guidance and support for frontline maintenance engineers and quick location and solutions for onsite engineers. Final Judgment of Repair Warranty Dispute.
- Incident identification and feedback:
1)Identify batch problems by analyzing exceptions and report or feedback the problems to the incident contact person in time.
2) Cooperate with regional/country/HQ technical support to develop and implement online solutions (such as key messages and announcements).
- Problem Analysis and Management:
Regularly analyze two low and one super problems, complaint, and order promotion quality and efficiency. Identify product and business weaknesses through problem analysis, and provide solutions by themselves or through various domains.
- Knowledge management:
If knowledge is missing from routine problem handling, problem analysis, and knowledge bidding analysis, output the knowledge by itself or provide materials or knowledge by other domains.
- Capability improvement:
1) Produce FAQs, bulletins, or training courseware based on the product, agent, and business problems found during routine problem handling and regular problem analysis. Ask TLs or training specialists to organize trainings.
2) Responsible for some new employee training and special training.

**Qualifications**:

- Command of both English and Arabic.
- Know how to use MS office ( Excel and power Point)
- Hold CCNA, CCNP certificates
- Hold technical certificates from brands he supported in his experience.
- Understand the principles of TCP/IP, Network Connection Principle of the and Internet, Familiar with various LAN networking.
- Analytical thinking -multitasking - leadership skills - communication skills.