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Problem Management Expert


1 - 2 years Cairo - Egypt

Any Nationality

, Posted on June 1, 2018 1 Opening

Job Description

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Perform 3rd level troubleshooting in all tickets related to Internetworks Problems Escalated by customer s Service Desk/Incident Management in order to Fix the problems and find root cause for it , to maintain customer s Network operations.
Contacting vendors and following up until problem resolution.
Timely and High-Quality handling of all subcases dispatched to IOC-Global Queue.
Use all forms of training provided by Equant to keep up-to-date with existing and new services and technologies
Improvement of the OBS knowledge base.
Provide support to all GCSC staff in relation to questions concerning Technical assistance , status of sub cases or existing processes for routers related issues.
Respond to Customer s Technical enquiries.
Provide Coaching and support for team members
Handling First Level of escalations for all subcases received
Act as team supervisor in case of supervisor not available.
Other (if applicable):
Shift work/on-call may be required.
Job Contacts:
Within Orange Business Services:
All Help Desk teams within Orange Business Services .
Customer Service Managers.
LCM Engineers.
Project managers
Outside Orange Business Services:
Orange Business Services customers
External Vendors ( Cisco / Huawei )

Industry Type : IT - Software Services
Functional Area : IT Software

Desired Candidate Profile

about you
Service oriented, customer focussed, and have the ability to resolve complex problems through a calculated and methodical approach.
Excellent customer service skills.
Excellent problem solving skills are necessary.
Proficient in English.
Good time management, organisational and communication skills
Good interpersonal skills.
Ability to work under pressure.
Ability to deal with multiple tasks.
Ability to build relationships with peer and management levels both with clients and the company management
Ability to act as the customer representative with suppliers and vendors.
Ability to coach and mentor peers and subordinates
Proactive, self-motivated and determined attitude.
Flexibility in terms of working hours.
Good commercial awareness.
Presentation/Report writing skills
Educational background:
University degree in Telecommunication field.
Professional Experience:
A minimum experience of 3 years in network operations related position is required
A minimum experience of 1 year within IOC / IPE team ( Senior Specialist )
Cisco Certified Network Professional (CCNP) or Cisco Certified Internetworking Professional
(CCIP) or equivalent hands-on experience is required.
Scope of technical expertise must include some the following Experience :
o VPN Architecture: Overlay (LANAS), Routing (IPNet) or MPLS/BGP (ICN).
o Network devices: Cisco Routers / Switches , Wireless Lan Controllers and Access Points , Nortel Connectivity Switches.
o Remote Access: PPP Dial (ISDN/PSTN).
o Routing Protocols: OSPF, IGRP, EIGRP, BGP4, MPBGP or RIP.
o Security Protocols: IPSEC.
o Legacy Protocols: DLSW, ALPS , SDLC, IPX, SNA,
o WAN Protocols: X.25, Frame Relay (FR) , ATM, Metro Ethernet and DSL.


Troubleshooting Telecommunication LAN WAN MPLS VPN Network operations Wireless OSPF Nortel

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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=69907

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