L1 Network Security & UC Engineer
Cairo, مصر Teaching
Job description
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
· To ensure on time resolution, by escalating to the appropriated experts and management when necessary.
about you
Skills and Qualifications:
· Very good interpersonal and communication skills
· Able to understand complex Customer infrastructure and good understanding of Services proposed by Equant
· Excellent customer skills and focus are required
· Ability to work under pressure and to deal with multiple tasks
· Preferred to have networks background and knowledge
· Preferred to have knowledge in any of the following technologies: firewalls, proxies, Zscaler, active directory, skype for business, Microsoft exchange
· CCNA certification
· Fluent inboth English & French
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