Customer Tech Support Expert

1 week ago

مصر, Egypt Orange Business Services Full time

**About the role**:

- Troubleshooting and resolving high complexity customer faults.
- Provide next level technical support for SDWAN as a service.
- Timely and High-Quality handling of all support Requests.
- Provide a professional first technical point of contact for the customer for the crisis situations.
- Acts as technical escalation level within the team.
- Ability to build solid professional relationships with customer and internal peers in addition to the interlocking teams.
- Liaise and refer issues to correct/relevant entities internally and externally.
- Contacting vendors and following up until failure resolution.
- Act as the knowledge keeper within the team (technical and process wise).
- Delivering relevant training sessions to the team members.
- Owns the desk related topics and be the account representative.
- Provide updates as needed to the customer in order to meet SLAs.
- Perform technical/managerial escalations in line with the account/company procedure.
- Undertake any other reasonable task as assigned.
- Work On-call basis.

**About you**:

- Engineering degree (B.Sc.) with 2-4 years relevant technical experience.
- Proficient in English
- An experience on Cisco router configuration and trouble-shooting Excellent network troubleshooting skills.
- Valid cisco (CCNA & CCNP) certificates is mandatory.
- Hands-on over SDWAN technologies
- Fortinet NSE4 Knowledge.
- Scope of technical expertise must include some the following:

- Services: Manged LAN VPN and IPNet (Private Internet), QOS, Business VPN (IPVPN)
- Router types: Cisco all chassis,
- Protocols: MPLS, IP, IPSec, Multicast etc.
- Routing Protocols: OSPF, EIGRP, BGP4
- WAN protocols: Frame Relay (FR), ATM
- Remote Access: PPP Dial (ISDN/PSTN)
- Security Devices: ( Fortigate, Safenet, Pulse secure )
- Very good analytical skills.
- Excellent customer skills as well as interpersonal and communication skills
- Good time management, and organizational skills.
- Ability to work under pressure and deal with multiple tasks.
- Ability to coach and mentor peers and subordinates
- Ability to act as the customer representative with suppliers and vendors.
- Proactive, self-motivated and determined attitude.
- Leadership and Matrix Management, Excellent training & coaching skills
- Excellent problem solving skills are necessary.
- Flexibility in terms of working hours.

**Department**:
Customer Services & Operations

**Contract**:
Regular

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