IT Service Desk Engineer

2 weeks ago

مصر, Egypt Orange Business Services Full time

**About the role**:

- Telephone support and/or shift hours mandatory
- Provide timely and professional technical support for all IT incidents received by phone or through the web self-service tool.
- Respond to all escalations on 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

**About you**:
Customer Service orientated, 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
Fluent in spoken and written English and French is a plus
Team work, Simplicity, Agility, Flexibility, Adaptability, result driven and Autonomous
Good communication skills and multi culture understanding
Prioritization and time management

**Additional information**:
Job Contacts:
Within Orange Business Services:
Other Support groups.
Hosting and infrastructure entities
Event Management

Outside Orange Business Services:
Business Partners which having a defined support process.
Contractors, externals and temporary employees who have a defined support process
France Telecom support team.
FT International (FT Subsidiaries)

**Department**:
Customer Marketing& Innovation

**Contract**:
Regular

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