Technical Support Engineer
Egypt
Key tasks and responsibilities:• To provide 1st level of trouble shooting with big customer like Siemens that uses technologies like: Cisco SDWAN Viptela, Cisco Legacy Routers, Cisco catalyst 9500 Switches, Zscaler tunnels, Pulse Secure ( VPN ).• To provide support through the Service Excellence Process to IBO Customers, including processing of Customers Calls/Inquiries, incident opening, qualification and management, troubleshooting and resolution.• To be responsible for the management of both proactive and reactive cases ensuring a professional and consistent delivery of quality services to our Customers• To provide a professional first point of contact for the Customer• To accurately log all incidents/inquiries in a timely and effective manner• Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other network/products utility program wherever possible• Provide continual updates to the Customer and use internal escalation process when necessary in order to meet contractual and performance objectives• To coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLA definitions• To resolve by himself/herself most of the incidents on all Services• Document all troubleshooting and case management actions via the ticketing systems• To ensure on time resolution, by escalating to the appropriated experts and management when necessary.
