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IT Support Engineer


Posted on June 1, 2018

1 - 2 years Egypt - Egypt

Any Nationality

Opening 01

Job Description

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Telephone support and/or shift hours mandatory
Provide timely and professional technical support for all IT incidents received by phone or through the web self-service tool.
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 electronic incident management system in a timely manner.
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 provide quality customer support.
To resolve by himself/herself most of the incidents relevant to the scope of expertise.
Undertake any other reasonable task as assigned

IT - Software Services

IT Software

Desired Candidate Profile

about you
Customer Service orientated, customer focused with good customer service skills.
Ability to multitask
Good PC troubleshooting background
Good troubleshooting logic to isolate the fault.
At least one formal technical qualification related to Office IT, infrastructure, OS, Data Base
Fluent in spoken and written English and French is a plus
Team work, Simplicity, Agility, Flexibility, Adaptability, result driven and Autonomous
Good communication skills and multi culture understanding
Prioritization and time management
additional information
Job Contacts:
Within Orange Business Services:
Other Support groups.
Orange Business Services employees who are raising issues related to any corporate application or service they are using.
Hosting and infrastructure entities
Event Management
Outside Orange Business Services:
Business Partners which having a defined support process.
Contractors, externals and temporary employees who have a defined support process
France Telecom support team.
FT International (FT Subsidiaries)


Technical support Customer support Telecom French Incident management IT services Event management Project Coordinator Business services infrastructure security


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Located in Al Dhafra Region, Abu Dhabi, Nawah Energy Company is the leading nuclear operator, contributing to the UAE’s civil nuclear program. The company was founded in 2016 as a subsidiary of Emirates Nuclear Energy Corporation (ENEC). It is a result of the joint venture between ENEC and Kore a Electric Power Corporation (KEPCO). Nawah Energy Company ensures adherence to the highest international standards of safety, quality and security, while maintaining operational transparency. Nawah plans to generate 5,300 megawatts of low-carbon electricity from 2020, and meet around 1/4th of the total electricity requirements of the UAE, while improving the quality of life.

Nawah Energy Company aims to protect the UAE environment by reducing carbon dioxide emissions by 12 million tons annually. It is a multinational, multicultural and Emirati-led company, which provides a dynamic work environment to top national and international talent and offer them with opportunities to grow. The company looks out for qualified and dedicated professionals with the ability to perform well as per the business requirements. Offering competitive remunerations and a good word environment to cater to the dynamic requirements of the esteemed clients, Nawah Energy Company aims at building a multi-skilled workforce.

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Website http://orange.jobs/jobs/offer.do?lang=en&joid=71240

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