Wednesday, October 9, 2019

Junior Network analyst

Job Title:Junior Network analyst
Job Type:Full time
Education:Bachelor's Degree
Location:EGYPT - Cairo
Category:Support Services
    The Junior Network Analyst is responsible for the fielding of customer/customer client calls, generating a case, and either resolving or escalating the case. Calls will be a mixture of Customer Service and troubleshooting of technical issues. This is a position that requires varied shift work including evenings, weekends and statutory holidays; as the role is active seven days a week, 24 hours a day, and 365 days a year. This position interfaces with the Intermediate and Senior Network Analysts, as well as Clients and Clients Customers. These analysts perform special projects for all other departments.

    Key Responsibilities:
    • Taking calls from Hotel Guests and Hotel Staff Members.
    • Adhering to company policy on attendance and use of phone status buttons.
    • Addressing questions and concerns reported by callers.
    • Using internal software to create tickets according to Company standards and procedures.
    • Resolving tickets according to company policies. Properly escalating tickets per company policy.
    • When requested, handling e-mail communication with the clients.
    • Provide exceptional customer service to Callers.
    • Representing the company, showing a positive image to Callers.
    • Following policies and procedures provided during training or supplied by Managers.
    • Meeting or exceeding the expected KVI and KPI’s.
    • Working well with other Guest-Tek employees.
    • Keeping up with changing technology and company policies.
    • Attending additional training programs that will be provided and organized by the Company.
    • Other related duties as assigned.
    • Fluent in English
    • Knowledge of computer systems, networking, computer components, internet applications, mobile apps/operating systems and a comfort level of troubleshooting these topics patiently with a customer over the telephone.
    • CCNA or other IT certifications will be an asset.
    • Knowledge of networking and network equipment.
    • Proficient in Linux, Windows, Apple and Mobile (Android) operating systems.
    • Exceptional Customer Service and communication skills.
    • Available to cover shifts supporting a 7/24/365 operation.
    • Familiarity with internet applications including e-mail and VPN’s an asset.
    • Familiarity with the latest IT technology on the market will be an asset.
    family medical insurance
Skills:fluent english
Experience:1 - 2

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