Professional technical advisor (operations analyst)

Egypt - Cairo


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  • Job Role / Function

    Information Technology

  • Years of Experience

    3 - 5

  • Career Level

    Mid Career / Senior

  • Gender


  • Expiry date

    30 Nov 2022

Job description

    Respond to customer’s incidents within predefined Time to Respond, Time to
    Notify, Time To Repair/Resolve without escalation 70% of the time.
    Meet or exceed customer Incident Management, Change Management, and
    Problem Management SLOs.
    Perform Incident Lifecycle Management following documented procedures.
    Provide technical support to customers.
    Perform pre-engineered scheduled changes.
    Staying up to date on technologies, certifications, and training to support
    evolving IT infrastructure.
    Handle incoming technical support calls for all voice products (HPBX and SIP
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Job requirements

    Must have at least 3-5 years’ experience working in a Network Operations
    Center (College or vocational training in I.T. fundamentals at a minimum).
    Must have at least 3-5 years’ experience supporting Enterprise customers.
    Technical knowledge VOIP products and features.
    Demonstrated experience troubleshooting/resolving IT infrastructure
    incidents (network, Wi-Fi, WAN/LAN).
    Demonstrated experience working with Internet Service Providers (ISP) like
    Bell, Telus, Zayo, and Rogers outages.
    Minimum Cisco CCNA, Fortinet NSA 1, or equivalent industry experience.
    Minimum MCSA, or equivalent industry experience.
    Knowledge of Routing LAN/WAN protocols.
    Knowledge of security incident management and devices (firewalls, IPS/IDS).
    Knowledge of common business applications (Exchange, Office365).
    Knowledge of Cloud Technologies (Azure).
    SIP School Certified Associate (SSCA) or equivalent knowledge.
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Additional Information

About this company

Great experiences don't happen by chance. They are the result of inspired thinking and design that transforms the mundane into something memorable.

Convergys is the world leader in customer experience outsourcing. We infuse innovation, insights, and operational excellence to make every experience great for your customers and your business.
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