L1 Network Security

1 week ago

مصر, Egypt Orange Business Services Full time

**About the role**:
**Job Purpose**:

- To provide support throughout the case excellence process to IT Services Customers, including processing of customers calls/inquiries, case opening, qualification and management, troubleshooting and resolution.
- To be responsible for the management of both proactive and reactive cases ensuring a professional and consistent delivery of quality services to our customers.

**Key Tasks and Responsibilities**:

- 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 utilising 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 IT Services supported by the team
- Document all troubleshooting and case management actions via the ticketing systems

**About you**:
**Skills and Qualifications**:

- Basic knowledge in computer networks (CCNA is a plus)
- English fluency (French is a plus)
- Strong interpersonal and communication skills
- Strong customer handling skills.
- Ability to adapt to changes and acquire new skillsets to meet business demands
- Preferred to have knowledge in any of the following technologies: firewalls, proxies, load balancers, Intrusion prevention & detection system, active directory, skype for business, Microsoft exchange.

**Additional information**:
**Educational background**:

- B.Sc. Engineering, Telecommunications or Computer Science

**Professional Experience**:

- 0-2 years of experience in the IT field.

**Department**:
Customer Services & Operations

**Contract**:
Regular

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