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Technical Support Engineer

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Orange

Cairo, Egypt

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JOB DESCRIPTION / ROLE

Job Type: Full Time
Job Location: Cairo, Egypt
Nationality: Any Nationality
Salary: Not Specified
Gender: Not Specified
Arabic Fluency: Not Specified
Job Function: Engineering - Electronics & Telecom
Company Industry: Telecoms

About us

Orange Business is 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

  • Provide technical point of contact for customers' incidents.
  • Own the resolution responsibility of the reported customer incidents either solely or with the help or intervention of other teams.
  • Diagnose fault-related incidents by effectively utilizing software diagnostics and other network or product utility programs.
  • Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
  • Perform technical escalations to different Problem Management teams in line with company procedure and case or incident excellence.
  • Perform and own technical management escalations in line with company procedure and case excellence policy.
  • Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable, note it in detail, and gain agreement to incident closure by customer or Service desk representative.

    • About you

  • Excellent customer service skills
  • Interpersonal and communication skills
  • Time management
  • Ability to work under pressure and deal with multiple tasks
  • Problem solving skills
  • Language skills

    • Educational background

  • Bachelor of Science in Communications or Computer Engineering
  • Cisco certificate CCNA (a plus)

    • What we offer

    Only your skills matter. Regardless of your age, gender identity, race, ethnic origin, religion or belief, sexual orientation, marital status, neurodiversity, disability, veteran status, or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disability-friendly company and an equal opportunity employer. Please feel free to let us know about any specific needs you may have.

    ABOUT THE COMPANY

    Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.

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