Job Opportunity at Orange in Egypt: IT Service Desk Engineer

Orange is looking for an IT Service Desk Engineer to join the team and work in Cairo, Egypt for 2021.

1. Telephone support and/or shift hours mandatory.
2. Provide timely and professional technical support for all IT incidents received by phone or through the web self-service tool.
3. Respond to all escalations on a timely manner in line with the Incident Handling Policy.
4. Provide updates to the customers per the Incident Handling guidelines. Updates include managing updates notifications, Email and Telephone communication.
5. Diagnose incidents utilizing administration tools or remote control utilities to troubleshoot PC, operating system or system incidents.
6. Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
7. Perform technical escalations in line with Incident Handling policy.
8. Ensure incidents are routed to the proper next level/organization as part of the incident management process.
9. Liaise with other relevant departments e.g. Office IT, Infrastructure, Security, Data Center, etc. to ensure all incidents are managed properly.
10. Maintain a good degree of technical knowledge of all Orange Business Services IT services and applications.
11. Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support.
12. To resolve by himself/herself most of the incidents relevant to the scope of expertise.
13. Undertake any other reasonable task as assigned

1. Customer Service orientated, customer focused with good customer service skills.
2. Ability to multitask.
3. Good PC troubleshooting background.
4. Good troubleshooting logic to isolate the fault.
5. At least one formal technical qualification related to Office IT, infrastructure, OS, Data Base.
6. Fluent in spoken and written English and French is a plus.
7. Team work, Simplicity, Agility, Flexibility, Adaptability, result driven and Autonomous.
8. Good communication skills and multi culture understanding.
9. Prioritization and time management.

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.

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