Technical Support Engineer

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

Responsibilities:

• Serve as the primary technical contact for customers' incidents, ensuring clear communication and efficient resolution.
• Take ownership of the resolution process for reported customer incidents, either independently or collaboratively with other teams.
• Diagnose fault-related incidents by effectively utilizing software diagnostics tools, network utilities, and product-specific utilities.
• Document all troubleshooting steps, incident management actions, and resolutions promptly and accurately within the electronic incident management system.
• Escalate technical issues to appropriate Problem Management teams in accordance with company procedures, maintaining case and incident management excellence.
• Manage and own technical escalations, ensuring timely and effective resolution in line with company policies.
• Gather and document data integrity issues thoroughly, ensuring a valid Reason for Outage (RFO) is obtained when applicable.
• Confirm incident closure with detailed documentation and secure agreement from the customer or Service Desk representative.

Qualifications and skills:

• CCNA certification is a must.
• Fluent in English, with excellent verbal and written communication skills.
• Excellent customer service skills.
• Strong interpersonal skills and the ability to communicate effectively with customers and team members.
• Effective time management skills and the ability to prioritize tasks.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Strong problem-solving skills and analytical thinking.
• Knowledge of network and product utilities is preferred.

About you

Position: Technical Support Engineer
Department: Egypt Customer Support

You bring rigor, passion for challenges, and determination. You seek the opportunity to expand your expertise, achieve your goals, and thrive.

What we offer

• Global opportunities: Work in multinational 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 and inclusion initiatives, CSR and employee connect events.
• Reward programs: Employee referral program, Change Maker Awards.

Only your skills matter. Regardless of your age, gender identity, race, ethnic origin, religion or belief, sexual orientation, marital status, neuroatypia, 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 disabled-friendly company and equal opportunity employer: please feel free to let us know about any specific needs you may have.