- Location
- Cairo, EG
- Department
- Engineering
- Education
- Bachelor
- Closing date
- Today
- Source
- iCIMS
Description
Orange Business is here!
About us
Join us at Orange Business!We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
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
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.
- Enjoys troubleshooting complex issues
- Critical Thinking Skills
- Hands-on experience in any of the following vendors: FortiGate, Check Point, Palo Alto, Zscaler, Netskope, F5 BIG IP
- Strong experience with network fundamentals (DNS, DHCP, LAYER2/3 switching, routing)
- Hands-on experience in troubleshooting on routers, switches, etc.
- Any of the following certifications is a plus:
- Fortinet Certified Professional (FCP) in Network Security
- Zscaler Digital Transformation Administrator
- Palo Alto Networks Certified Network Security Administrator (PCNSA) or Palo Alto Networks Certified Network Security Engineer (PCNSE)
- Netskope Certified Cloud Associate (NCCA) or Netskope Certified Cloud Security Administrator (NCCSA)
About you
Educational background:
- B.Sc. Engineering, Telecommunications or Computer Science
- Professional Experience:
- 0-2 years of experience in the IT field.
You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.
What we offer
• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).• Professional Development: training programs and upskilling/re-skilling opportunities.• Career Growth: Internal growth and mobility opportunities within Orange.• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.• Reward Programs: Employee Referral Program, Change Maker Awards.
