IT Engineer L2 (Telecom Background)
- Full time
- Cairo, Egypt View on Map
- @EgyBell
Job Detail
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Career Level Experienced - Non Manager
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Experience 3 Years
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Gender MaleFemale
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Industry Information Technology
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Qualifications Degree Bachelor
Job Description
Egybell is hiring an IT Engineer L2 (Telecom background)
( Telecom background) for a multinational company located in Maadi.
Main Duties and Responsibilities:
- Provide prompt and professional technical support to customers via phone, email, chat, and our standard ticketing system, and make sure the customer is updated regularly.
- Diagnoses, research, troubleshoot, and identifies solutions to software issues.
- Ask customers targeted questions to have a clear understanding of the customer’s problem.
- Track customer’s system, hardware, and software issues through to resolution, within agreed time limits (respect the various SLAs).
- Properly escalate unresolved system software issues to software developers.
- Provide prompt and accurate feedback to customers including actions of fix and RCA.
- Refer to internal knowledge base or external resources to provide accurate tech solutions.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Follow up with customers to ensure their systems are fully functional after troubleshooting.
- Prepare accurate and timely reports.
- Document technical knowledge in the form of articles and manuals to enrich the support knowledge base and generate reports on support activities and trends.
- Stay updated with new technologies, product updates, and industry trends.
- Provide feedback and suggestions for improving support processes and tools.
Job Specifications:
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Education:
- Bachelor’s degree in IT, Computer Science, Telecommunications, or similar.
- Skills:
Experience in mobile telecommunication systems (4G, 3G, and 2G) and analysis tools like Wireshark - Fluency in English is a must.
- Excellent interpersonal and communication skills with colleagues and clients either verbally or in writing.
- Hands-on experience with Linux (Debian, Fedora) and Windows server OS environments.
- Strong understanding of OS administration (SSH, disk/log management…).
- Familiarity with networking concepts (LAN, VLAN, DNS).
- Experience with remote access tools (RDP, Any desk, Citrix…).
- Knowledge of cloud services (AWS…) is a plus.
- Good database knowledge (SQL, MongoDB, PostgreSQL).
- Familiarity with monitoring tools (Zabbix, Grafana, Prometheus).
- Good scripting knowledge (Shell scripts, Bash).
- Strong understanding of Docker Management.
- Basic knowledge of Kubernetes is a plus.
- Experience with ticketing systems (Jira or similar).
