IT Service Desk Engineer

1 week ago

القاهرة, Egypt Orange Business Full time

**Votre rôle**:

- Phone support to the users on their availability range.
- Provide timely and professional technical support for all IT incidents received by phone or through the web self-service tool.
- Respond to all escalations in a timely manner in line with the Incident Handling Policy.
- Diagnose incidents utilizing administration tools or remote-control utilities to troubleshoot PC, operating system, or system incidents
- Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
- Perform technical escalations in line with Incident Handling policy
- Ensure incidents are routed to the proper next level/organization as part of the incident management process
- Liaise with other relevant departments. e.g. Office IT, Infrastructure, Security, Data Center, etc. to ensure all incidents are managed properly.
- Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support.
- To resolve by himself/herself most of the incidents relevant to the scope of expertise.
- Undertake any other reasonable task as assigned
- Train the team members on the technical and relational aspects
- Creating the process documentation and maintaining them up to date
- Supervise the incident management tools
- Analysis and recommendations of technical solutions for the incidents resolutions and changes implementation
- Work in collaboration with the technical engineers and other experts to find and provide solutions to the incidents
- Promote new technologies and methods: follow the changes
- Contribute and guarantee of respecting the SLAs and KPIs worn by the responsible of activities

**Votre profil**:

- Excellent command of French language is a MUST
- Fluent in spoken and written English
- Customer Service oriented, customer focused with good customer service skills.
- Ability to multitask.
- Good PC troubleshooting background
- Good troubleshooting logic to isolate the fault.
- At least one formal technical qualification related to Office IT, infrastructure, OS, Data Base
- Teamwork, Simplicity, Agility, Flexibility, Adaptability, result driven and Autonomous
- Good communication skills and multi culture understanding.
- Prioritization and time management

**Le plus de l'offre**:
**Professional Experience**
- 1-3 Years work Experience in IT operation activities
- Excellent command of French & English language is a MUST (spoken and written)

**Entité**:
Chief Technology Info Office
- Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business

**Contrat**:
CDI

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