IT Engineer L2 (Telecom Background)

Job Detail

  • Career Level Experienced - Non Manager
  • Experience 3 Years
  • Gender MaleFemale
  • Industry Information Technology
  • 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:

 

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).

Required skills

Related Jobs