Orange Jobs in Egypt: Telephony Problem Management Specialist

Orange is offering a job opportunity in Cairo, Egypt as a Telephony Problem Management Specialist. Orange Business Services, Egypt MSC, is located at City Stars Complex at the heart of one of the biggest shopping malls in Cairo. 

Eligibility Criteria:

1. Strong experience in telecommunications telephony domain with 5-7 years technical
2. Strong experience in operational support & crises management ( 3-5 years)
3. Formal qualification (Avaya &/or Microsoft)
4. Qualified on Network, LAN/WAN topologies and protocols
5. Ability to carefully plan and co-ordinate work according to a demanding time schedule
6. Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organisation.
7. Good office automation and PC literacy skills.
8. Exceptional networking/communications background
9. Service oriented, customer focused, and have the ability to resolve complex problems through a calculated and methodical approach.
10. Good time management, organizational and communication skills
11. Ability to work under pressure.
12. Ability to deal with multiple tasks.
13. Ability to coach and mentor peers and subordinates
14. Ability to lead and provide direction in resolving business critical problems at the highest organizational level.
15. Good commercial awareness.
16. Presentation/Report writing skills
17. Ability to act as the customer representative with suppliers and vendors.
18. Ability to build relationships with peer and management levels both with clients and the company management
19. Proactive, self motivated and determined attitude
20. Flexibility in terms of working hours.
21. Proficient in English

About The Role:

• To provide professional technical support and troubleshooting for all requests received.
• Act as the high level of technical escalation within Customer Operations and support the internal operational entities toward problem resolution.
• Responsible for the verification and/or recommendation of the correct and appropriate hardware/software customer configuration of equipment toward resolution of customer faults
• Able to work closely with engineers, Vendors and Service Providers to adequately test and resolve hardware/software issues.
• Provide technical support for the resolution of repeated incidents/problems if requested, and identify trends.
• Resolve customer configuration problems, identify product malfunctions, and simulate communication problems in lab environment for problem resolution
• Document all troubleshooting and case management actions via the electronic case management system.
   To prepare technical reports as required (Problem management trend analysis).
• Provide on the job coaching and mentoring to the VOC department.
• To undertake any other reasonable task as assigned

About Orange:

Orange S.A., formerly France Télécom S.A., is a French multinational telecommunications corporation. It has 256 million customers worldwide and employs 95,000 people in France, and 59,000 elsewhere. It is the tenth-largest mobile network operator in the world and the fourth largest in Europe after Vodafone, Telefónica and VEON. In 2015, the group had revenue of €40 billion. The company's head office is located in the 15th arrondissement of Paris. The current CEO is Stéphane Richard. The company is a component of the Euro Stoxx 50 stock market index. Orange has been the company's main brand for mobile, landline, internet and IPTV services since 2006. It originated in 1994 when Hutchison Whampoa acquired a controlling stake in Microtel Communications during the early 1990s and rebranded it as "Orange". It became a subsidiary of Mannesmann in 1999 and was acquired by France Télécom in 2000. The company was rebranded as Orange on July 1, 2013.

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