Level3 Cisco Collaboration Expert

2 days ago

مصر, Egypt Orange Full time

To provide level3 of professional technical support and resolve complex customer issues and lead crises management.
- To validate and implement UC complex changes and new releases.
- Provide technical support till permanent resolution for repeated incidents/problems if requested and identify trends (Problem management trend analysis).
- Act as the high level of technical escalation within customer operations and support the internal operational entities (level, level2,.. ect) toward faults resolution, changes validation and implementation.
- Document all troubleshooting and case management actions via the electronic case management system.
- Review and update technical documentation such as high
- and low-level designs beside technical implementation guides.
- Able to work closely with Solution Architect / Consultant, Vendors and Service Providers to adequately review and test new customer solutions, design changes, identified vulnerabilities and bugs.
- Provide on the job coaching, mentoring and deliver technical training to peers and subordinates. To undertake any other reasonable task as assigned.

**about you**:

- Strong experience in Cisco Unified Collaboration domain for 3-7 years (MS Teams is big plus).
- Strong experience in IT domain, operational support & crises management (5-10 years).
- Good experience on Network “LAN/WAN” topologies and protocols.
- Cisco Certified Network Professional (CCNP) Collaboration (CCIE Collaboration is big plus).
- Ability to carefully plan and co-ordinate work according to a demanding time schedule.
- Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization.
- Good office automation and PC literacy skills.
- Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.
- Good time management, organizational and communication skills.
- Ability to work under pressure and deal with multiple tasks.
- Ability to coach and mentor peers and subordinates.
- Ability to lead and provide direction in resolving business critical problems at the highest organizational level.
- Presentation/Report writing skills.
- Ability to act as the customer representative with suppliers and vendors.
- Ability to build relationships with peer and management levels both with clients and the company management.
- Proactive, self-motivated and determined attitude.
- Excellent problem-solving skills are necessary.
- Flexibility in terms of working hours.
- Information Technology or Communication Bachelor holder or equivalent. English Proficiency

**additional information**:
Orange Business Services, Egypt MSC, is located at City Stars Complex at the heart of one of the biggest shopping malls in Cairo. We are a Global organization with exposure to customers of diverse nationalities & backgrounds.
Orange aims to be recognized as an employer of choice by and not limited to being an ethical & socially responsible employer, offering career & development opportunities, providing a positive quality of life at work, and recognizing & rewarding our people for individual & collective contributions to our success. Our benefits include supporting our people with the highest level of medical & life insurance to them, their spouses, & children while having a strong network to discounted rates at a number of providers.

**contract**:
Regular

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