Customer Technical Support Expert Job Vacancy at Orange Telecom Egypt

Job Title:Customer Technical Support Expert

Cairo,Egypt:City Star Tower 3

Egypt


ref : 530016

posted : 16 Jul 2012

apply before : 30 Aug 2012
company

Orange Business Services
activities

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.
department

Customer Services & Operations
about the role

    To provide a professional first point of contact for the Customer
    To accurately log all incidents/inquiries in a timely and effective manner
    Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other network/products utility program wherever possible
    Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process
    Provide continual updates to the Customer and use internal escalation process when necessary in order to meet contractual and performance objectives
    To coordinate with all the necessary Equant departments or vendors to achieve fault resolution within SLA definitions.
    To resolve by himself/herself most of the incidents on all IT Services (SMTP, Web Hosting, Server Hosting, Security, Exchange, Lotus Notes, etc. ). The objective is of 70 % of resolution in autonomy.
    Document all troubleshooting and case management actions via the ticketing systems
    To ensure on time resolution, by escalating to the appropriated experts and management when necessary.

about you

    Extended knowledge on the following technologies:

Web and application technologies: Internet Protocol Suite (TCP/IP) and related protocols and applications such as SMTP, POP, IMAP, HTTP, HTML, FTP, SNMP, ICMP,DNS …

    Solid knowledge on the following technologies:

Lotus Notes: management of user and administrator accounts and user-groups. Management of Notes / Domino application and mail box templates. Management of server connections and replications of databases…

Microsoft Exchange: management of user accounts with Active Directory. Management of distribution lists, Public folders, permissions…

Managed SMTP messaging: Management of user, administrator, distribution list, domains and sub domains, aliases, relays…

Security solutions: Reverse and Forward Proxy (logging, cache, Radius and LDAP authentication, URL filtering & rewriting, network interface configuration…), Managed Firewall (user, security policy, configuration, analyses off logs…), Managed anti-virus, strong authentication… Appreciated experience on FW1, Nokia solutions, Net screen, Net cache. Good Knowledge of the TCP port allocation.

Layer 3 and upper: router configuration, addressing scheme with associated masks, access list, NAT, PAT, Load balancing algorithms

DNS knowledge: understand the global mechanism, the function of each record type, the hierarchy, the weighting.

additional information

Orange Business Services Egypt MSC is located at City Stars Complex, we support all our employees with the highest level of services inlcuding medical and life insurance; this is in addition to a number of discount opportunities at several restaurants, shops, hotels, nurseries….and much more
contract

Permanent
apply on line
http://orange.jobs/jobs/search.do?CTNT=AFRICA&lang=EN