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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: Customer Service
Company Industry: Telecoms

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

  • Provide comprehensive support to IBO customers via the Service Excellence Process, including handling customer inquiries, incident and change management, troubleshooting, and resolution
  • Manage both proactive and reactive incidents, ensuring consistent and high-quality service delivery to customers
  • Serve as the primary point of contact for customers, delivering professional assistance and support
  • Accurately log all incidents and inquiries promptly and efficiently
  • Diagnose fault-related cases using software diagnostics and other relevant tools, aiming for proactive resolution
  • Keep customers updated on the status of their inquiries and incidents, escalating internally when necessary to meet performance objectives
  • Collaborate with internal departments and vendors to expedite fault resolution within defined SLAs
  • Independently resolve most incidents across all services, taking ownership of incident management from creation to resolution
  • Document all troubleshooting and incident management activities systematically using ticketing systems
  • Ensure timely resolution of incidents by escalating to appropriate experts and management as needed

    • About you

    Skills required:

  • Excellent interpersonal and communication skills to effectively engage with clients and internal teams
  • Ability to comprehend complex customer infrastructure and a strong understanding of services offered by Orange Business
  • Exceptional customer service skills to address client needs and ensure satisfaction
  • Proficient problem-solving abilities to identify and resolve issues promptly
  • Capability to perform effectively under pressure and manage challenging situations
  • Strong multitasking skills to handle multiple tasks concurrently
  • Fluency in English to communicate proficiently with diverse stakeholders

    • Preferred skills:

  • CCNA certification is a plus, demonstrating a foundational understanding of networking principles and technologies

    • 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.

    • Only your skills matter

    Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, 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: don't hesitate to tell us about your specific needs.

    Only your skills matter.

    Regardless of your age, gender, origin, religion, sexual orientation, neurodiversity, disability, or appearance, we actively encourage diversity within our teams, as it is both a collective strength and a driver of innovation. Orange is a disability-friendly company: 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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