CAREER

Number of open vacancies : 1

Requirements : Egyptians based in Egypt - Communication Engineering graduate with good knowledge in telecom network architecture, call flows, and IP networking - English fluency is a must with good communication and presentation skills, French is a plus - Telecom operations experience is preferred (NOC/SOC/NMC) - Willing to learn and able to function properly in a tough organization with tight SLAs - Command of Microsoft Office applications (Excel and PowerPoint is a must, other apps a plus) - Programming and database background/experience (Python, Java, MySQL, ..) is a plus - Microsoft Power Apps, Power BI, Tableau, any of these is a plus - Military service is completed or exempted (is a must for men)

Experience Level : 1-2 years of relevant experience

Description : Help Desk team is a team of support coordinators available 24/7. This is team is the first point of contact for our customers (mobile operators) for emergencies situations through hotlines. Also, Help Desk team is responsible for all administrative tasks in Support and Repair organization, and to align between multiple other organizations and stakeholders to ensure delivering services to customers (mobile operators) according to contractual SLAs. In addition, Help Desk participates in tools development and deployment that would enhance day to day operations of our customer support organization. - Be able to work according to 24/7 rotational shifts (morning & night shifts, 12 hours/shift, 4 days on, 4 days off) - Receive emergency calls from 60+ mobile operators around Middle East and Africa - Engage global support for emergencies and hot cases - Send notifications, mails, and SMSs to different stakeholders regarding emergencies and hot cases - Handle multiple administrative tasks as assigned or requested by management and customers (mobile operators) - Updating operational trackers with all handled tasks - Prepare, send, and present reports that show customer support performance, some are Microsoft Excel complex reports - Order management when it comes to hardware support (parts allocation, order updates on system, managing shipments, handling delivery data, ) - Speak up when it comes to anything that would impact our business or would enhance day to day operations - Additional responsibilities are being assigned according to business need - Job location: Ericsson Egypt Smart Village