Where: Cairo (Egypt)
Extent of Work: Full Time
Click here to apply in English
As a Technical Support Engineer for Live Optics, you will take end-to-end ownership of field requests from both internal and external customers as well as channel partners. You will work closely with cross functional teams and other technical business units to increase knowledge and resolve customer issues. Core responsibilities include:
- Updating and reporting on customer cases opened through the Live Optics ticketing system
- Application of technical expertise using standard operating and diagnostic procedures to resolve technical issues. Troubleshooting issues within a customer environment.
- Effective communication of procedural and technical issues to internal and external customers in a fast paced environment.
- Monitoring and tracking of all service calls. Provision of status updates at regular intervals and communication of status to customers using tracking databases/systems.
- Development of technical and business knowledge related to Live Optics and any hardware/software/firmware related to Live Optics features.
- Liaise with Engineering to determine the best path to resolution for customer issues
- 2 years’ experience in a ticketing based Technical Support or Customer Service role
- Solid knowledge of Operating Systems (Windows / Linux / VMware)
- Excellent written and verbal communication skills
- Ability to quickly learn new technologies as required
- Demonstrated ability to diagnose and resolve issues through review of technical logs and use of diagnostic tools
- Demonstrated experience of basic administration with Microsoft Active Directory
- Experience scheduling and conducting customer facing support calls to facilitate troubleshooting
- Knowledge of and experience using scripting languages such as python/bash/perl
- Experience in Storage, Data Protection and Virtualization technologies would be an advantage however not essential
- Fluency in English and with ideally one of the following languages – French/Italian/German/Spanish – is desirable but not essential.