Egypte

Orange recrute 01 IT Support Engineer

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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