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Technical Support Engineer

Job Detail

  • Career Level Senior
  • Experience 3 Years
  • Gender MaleFemale
  • Industry Engineering
  • Qualifications Degree Bachelor

Job Description

EgyBell is hiring Technical Support Engineer for a multinational telecommunications company.

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 identify 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.

Requirements:

  • Bachelor’s degree in IT, Computer Science, Telecommunications, or similar.
  • 3-10 years of experience in maintaining and troubleshooting microservices-based applications deployed across multiple servers at customer sites.
  • Fluency in English is a must, (French and Italian languages are a plus)
  • MCPTT / MCX knowledge
  • LTE/5G QoS, priority, and pre-emption
  • IMS / SIP signaling
  • Experience with mission-critical or safety-critical networks
  • Excellent problem-solving and troubleshooting skills.
  • Ability to manage multi-tasking and prioritize effectively.
  • Ability to work independently and as part of a team under general supervision.

Required skills

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