Orange recrute 01 IT Support Engineer

orange

Cairo, Egypte

Informatiques, Télécommunications

IT Support Engineer
Ref : 562392 | 11 mai 2021
Date limite de candidature : 09 août 2021
CityStars, Cairo, Égypte – EgypteLeaflet
Votre rôleResponsibilities :
· Phone support to the users on their availability range.
· Provide timely and professional technical support for all IT incidents received by phone or through the web self-service tool (IT-HELPDESK OBS SA : https://helpdesknrs.si.francetelecom.fr/)
· Respond to all escalations on a timely manner in line with the Incident Handling Policy.
· Provide updates to the customers per the Incident Handling guidelines: Updates include managing updates notifications, Email and Telephone communication.
· Diagnose incidents utilizing administration tools or remote control utilities to troubleshoot PC, operating system or system incidents.
· Document all troubleshooting and incident management actions via the electronicincident management system in a timely manner (Plazza FSU/PSU and IT HELPDESK WIKI + Sharepoint)
· Perform technical escalations in line with Incident Handling policy
· Ensure incidents are routed to the proper next level/organization as part of the incident management process
· Liaise with other relevant departments e.g. Office IT, Infrastructure, Security, Data Center, etc. to ensure all incidents are managed properly
· Maintain a good degree of technical knowledge of all Orange Business Services IT services and applications.
· Maintain a thorough understanding of the tools, systems, and processes required to providequality customer support.
· To resolve by himself/herself most of the incidents relevant to the scope of expertise.
· Undertake any other reasonable task as assigned
· Train the team members on the technical and relational aspects
· Support the diagnosis of breakdowns or simple abnormalities and accompany the complex or new events
· Qualitative and quantitative analysis of dysfunctions
· Creating the process documentation and maintaining them up to date
· Adaptation of diagnostic methods
· Monitor technically the management of the commitments (SLA)
· Provide and support the resolution techniques
· Supervise the incident management tools
· Analysis and recommendations of technical solutions for the incidents resolutions and changes implementation
· Analysis, recommendations and validations of technical solutions
· Design and implement technical solutions, standards and procedures
· Optimizing the infrastructure performance with the areas of expertise
· Perform a technical watch in his area of intervention
· Work in collaboration with the technical engineers and other experts to find and provide solutions to the incidents
· Analyze a problematic situation in a complex environment when dealing with complex changes and when monitoring standard changes
· Development and deployment of resolution methodology in consultation with areas of expertise
· Recommendations development, proposing solutions and scenarios for continuous improvement
· Analyzing and understanding the source of a malfunction, incident or accident (physical product specifications, process, etc.)
· Suggest a solution to resolve the problem if not known or documented
· Facilitate the internal trainings within the support team
· Solicit areas of expertise when identifying problems with monitoring their qualification and resolution
· Promote new technologies and methods: follow the changes
· Contribute and guarantee of respecting the SLAs and KPIs worn by the responsible of activities
Votre profilResponsibilities :
· Phone support to the users on their availability range.
· Provide timely and professional technical support for all IT incidents received by phone or through the web self-service tool (IT-HELPDESK OBS SA : https://helpdesknrs.si.francetelecom.fr/)
· Respond to all escalations on a timely manner in line with the Incident Handling Policy.
· Provide updates to the customers per the Incident Handling guidelines: Updates include managing updates notifications, Email and Telephone communication.
· Diagnose incidents utilizing administration tools or remote control utilities to troubleshoot PC, operating system or system incidents.
· Document all troubleshooting and incident management actions via the electronicincident management system in a timely manner (Plazza FSU/PSU and IT HELPDESK WIKI + Sharepoint)
· Perform technical escalations in line with Incident Handling policy
· Ensure incidents are routed to the proper next level/organization as part of the incident management process
· Liaise with other relevant departments e.g. Office IT, Infrastructure, Security, Data Center, etc. to ensure all incidents are managed properly
· Maintain a good degree of technical knowledge of all Orange Business Services IT services and applications.
· Maintain a thorough understanding of the tools, systems, and processes required to providequality customer support.
· To resolve by himself/herself most of the incidents relevant to the scope of expertise.
· Undertake any other reasonable task as assigned
· Train the team members on the technical and relational aspects
· Support the diagnosis of breakdowns or simple abnormalities and accompany the complex or new events
· Qualitative and quantitative analysis of dysfunctions
· Creating the process documentation and maintaining them up to date
· Adaptation of diagnostic methods
· Monitor technically the management of the commitments (SLA)
· Provide and support the resolution techniques
· Supervise the incident management tools
· Analysis and recommendations of technical solutions for the incidents resolutions and changes implementation
· Analysis, recommendations and validations of technical solutions
· Design and implement technical solutions, standards and procedures
· Optimizing the infrastructure performance with the areas of expertise
· Perform a technical watch in his area of intervention
· Work in collaboration with the technical engineers and other experts to find and provide solutions to the incidents
· Analyze a problematic situation in a complex environment when dealing with complex changes and when monitoring standard changes
· Development and deployment of resolution methodology in consultation with areas of expertise
· Recommendations development, proposing solutions and scenarios for continuous improvement
· Analyzing and understanding the source of a malfunction, incident or accident (physical product specifications, process, etc.)
· Suggest a solution to resolve the problem if not known or documented
· Facilitate the internal trainings within the support team
· Solicit areas of expertise when identifying problems with monitoring their qualification and resolution
· Promote new technologies and methods: follow the changes
· Contribute and guarantee of respecting the SLAs and KPIs worn by the responsible of activities
Le plus de l’offreResponsibilities :
· Phone support to the users on their availability range.
· Provide timely and professional technical support for all IT incidents received by phone or through the web self-service tool (IT-HELPDESK OBS SA : https://helpdesknrs.si.francetelecom.fr/)
· Respond to all escalations on a timely manner in line with the Incident Handling Policy.
· Provide updates to the customers per the Incident Handling guidelines: Updates include managing updates notifications, Email and Telephone communication.
· Diagnose incidents utilizing administration tools or remote control utilities to troubleshoot PC, operating system or system incidents.
· Document all troubleshooting and incident management actions via the electronicincident management system in a timely manner (Plazza FSU/PSU and IT HELPDESK WIKI + Sharepoint)
· Perform technical escalations in line with Incident Handling policy
· Ensure incidents are routed to the proper next level/organization as part of the incident management process
· Liaise with other relevant departments e.g. Office IT, Infrastructure, Security, Data Center, etc. to ensure all incidents are managed properly
· Maintain a good degree of technical knowledge of all Orange Business Services IT services and applications.
· Maintain a thorough understanding of the tools, systems, and processes required to providequality customer support.
· To resolve by himself/herself most of the incidents relevant to the scope of expertise.
· Undertake any other reasonable task as assigned
· Train the team members on the technical and relational aspects
· Support the diagnosis of breakdowns or simple abnormalities and accompany the complex or new events
· Qualitative and quantitative analysis of dysfunctions
· Creating the process documentation and maintaining them up to date
· Adaptation of diagnostic methods
· Monitor technically the management of the commitments (SLA)
· Provide and support the resolution techniques
· Supervise the incident management tools
· Analysis and recommendations of technical solutions for the incidents resolutions and changes implementation
· Analysis, recommendations and validations of technical solutions
· Design and implement technical solutions, standards and procedures
· Optimizing the infrastructure performance with the areas of expertise
· Perform a technical watch in his area of intervention
· Work in collaboration with the technical engineers and other experts to find and provide solutions to the incidents
· Analyze a problematic situation in a complex environment when dealing with complex changes and when monitoring standard changes
· Development and deployment of resolution methodology in consultation with areas of expertise
· Recommendations development, proposing solutions and scenarios for continuous improvement
· Analyzing and understanding the source of a malfunction, incident or accident (physical product specifications, process, etc.)
· Suggest a solution to resolve the problem if not known or documented
· Facilitate the internal trainings within the support team
· Solicit areas of expertise when identifying problems with monitoring their qualification and resolution
· Promote new technologies and methods: follow the changes
· Contribute and guarantee of respecting the SLAs and KPIs worn by the responsible of activities
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