Voice Incident Management L1

3 days ago

مصر, Egypt Orange Business Full time

**About the role**:

- provide professional technical support for all Voice issues received
- provide updates to the customer as needed to meet performance objectives
- perform technical and management escalation in line with the company policy
- ensure cases are allocated to the most appropriate next level/organization as part of the case flow process
- liaise with other relevant departments, e.g. other GCSC’s, Field Operations, PTT, Vendors etc. as appropriate
- document all troubleshooting and case management actions via the electronic case management system

**About you**:
Menadatory skills to have:

- good networking and communications background
- network, LAN/WAN topologies and protocols
- service oriented, customer focused with good customer skills
- ability to work under pressure
- ability to deal with multiple tasks
- proactive, self motivated and determined attitude
- good time management, organizational and communication skills
- good interpersonal skills
- flexibility in terms of working hours
- English and French language proficiency
- presentation/Report writing skills
- good office automation and PC literacy skills
- Additional Skills:

- fluency in another language
- IT/Software skills

**Contract**:
Regular

  • Senior Telephony Incident Management Engineer

    2 weeks ago

    مصر, Egypt Orange Business Services Full time

    Work on 2 main technologies: Avaya and Microsoft Telephony (Skype for Business/TEAMS/Direct routing). - Provide second level expert support for OBS customers in both technologies. - Ensure outstanding customer experience. - Own incidents/changes according to shift rules. - Own incident through its life ensuring service restoration & customer's business...

  • Senior Telephony Incident Management Engineer

    2 weeks ago

    مصر, Egypt Orange Business Services Full time

    Work on 2 main technologies: Switched Voice (known in OBS as BTG) and Microsoft Telephony (Skype for Business/TEAMS/Direct routing). - Provide second level expert support for OBS customers in both technologies. - Ensure outstanding customer experience. - Own incidents/changes according to shift rules. - Own incident through its life ensuring service...

  • Telephony Incident Management Engineer

    2 weeks ago

    مصر, Egypt Orange Business Services Full time

    **About the role**: Work on 2 main technologies: switched Voice (known in OBS as BTG) and Microsoft Telephony (Lync, Skype for Business) Provide second level expert support for OBS customers in both technologies Ensure outstanding customer experience Own incidents/changes according to shift rules Own incident through its life ensuring service restoration...

  • Telephony Incident Management Engineer

    3 days ago

    مصر, Egypt Orange Business Full time

    **About the role**: Work on 2 main technologies: switched Voice (known in OBS as BTG) and Microsoft Telephony (Lync, Skype for Business) Provide second level expert support for OBS customers in both technologies Ensure outstanding customer experience Own incidents/changes according to shift rules Own incident through its life ensuring service restoration...

  • Telephony Incident Management Engineer

    7 days ago

    مصر, Egypt Orange Business Full time

    **About the role**: Work on 2 main technologies: switched Voice (known in OBS as BTG) and Microsoft Telephony (Lync, Skype for Business) Provide second level expert support for OBS customers in both technologies Ensure outstanding customer experience Own incidents/changes according to shift rules Own incident through its life ensuring service restoration...

  • Telephony Incident Management Engineer

    2 weeks ago

    مصر, Egypt Orange Business Services Full time

    **About the role**: - Troubleshoot, identify and resolve IPT (Cisco) and backbone voice Incidents. - Troubleshoot, identify and resolve call center and access number faults. - Troubleshoot value added services (Voice Mail, Attendant console, etc...) - Document all troubleshooting and provide regular updates for all actions executed to solve customer’s...

  • Senior Cisco Collaboration Incident Management

    2 weeks ago

    مصر, Egypt Orange Business Services Full time

    **About the role**: - Troubleshoot, identify and resolve Video & IPT (Cisco) Incidents. - Document all troubleshooting and provide regular updates for all actions executed to solve customer’s incidents via electronic case management system. - Liaise with higher level support for incident escalation and resolution. - To keep management informed of any...

  • Telephony Incident Management Engineer

    2 weeks ago

    مصر, Egypt Orange Business Services Full time

    **About the role**: **Job Responsibilities & Scope** - Troubleshoot, identify, and resolve IPT (Cisco) and backbone voice Incidents. - Troubleshoot, identify, and resolve call center and access number faults. - Troubleshoot value added services (Voice Mail, Attendant console, etc...). - Document all troubleshooting and provide regular updates for all actions...

  • Voice Core Engineer

    1 week ago

    مصر, Egypt Egybell Full time

    **Responsibilities**: - Fault management including TT handling and fault localization within SLA - DT MOP preparation and CR Implementation - Configuration activities for new services - Incident recovery within SLA - Preventive and corrective maintenance activities - Network configuration audits - Voice core nodes SW updates and Upgrades - Acceptance test...

  • Voice Digital Coach

    2 weeks ago

    مصر, Egypt Orange Business Services Full time

    **Voice Digital Coach responsibilities** - Analyse reported issues to identify its nature (portal, process or service connectivity) and re-direct to the appropriate entity. - Troubleshoot reported issues on different tools (Hookah, Gini, LOIS, CIS, Webadmin, BTD Tools). - Support customers on portal usage by carrying out quick demos where required. - Provide...