Incident Management Specialist

1 week ago

مصر, Egypt Orange Full time

**About the role**:

- To provide a professional first point of contact for the Customer
- To accurately log all incidents/inquiries in a timely and effective manner
- Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other network/products utility program wherever possible
- Provide continual updates to the Customer and use internal escalation process when necessary in order to meet contractual and performance objectives
- To coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLA definitions
- To resolve by himself/herself most of the incidents on all Services
- Document all troubleshooting and case management actions via the ticketing systems
- To ensure on time resolution, by escalating to the appropriated experts and management when necessary.

**About you**:

- Very good interpersonal and communication skills
- Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange
- Excellent customer skills and focus are required
- Ability to work under pressure and to deal with multiple tasks
- Preferred to have knowledge on delivered technologies:

- CCNA certified is a plus
- Fluent in both English & French is a plus

**Additional information**:

- B.Sc. Engineering, Telecommunications or Computer Science
- 0 -2 years of experience in similar scope

**Department**:
Customer Services & Operations

**Contract**:
Regular

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