Business Solutions Support Engineer - Vodafone

Job Discerption

• To be Responsible for raising the quality level of handling customer technical requests/inquiries/problems and address its root causes to drive improvement in customer experience insuring the lead in Cloud computing services Data Innovations and Mobile Internet.
• To Own all customer inquiries regarding web hosting Sherkety & Cloud computing services (VM Email Exchange SharePoint webhosting MS Office 365 DaaR Web2SMS) and other business solutions till closure and post resolution call to ensure customer satisfaction and close case.
• To Own all new customized enterprise solutions through Cloud Service
• To Communicate with different department within VF Egypt for Enhancing Process facilitate customer experience & finding Resolution or workarounds for repeated issues
• To Provide updated troubleshooting and selfhelp materials to the customers and internal departments
• To Conduct outbound calls for problems received from customers through any touch point (retail call centers & corporate sales) or received through mailbox to ensure solving the customer problem according to the SLA.
• To Ensure that any further analysis to the customer problem is conducted including searching the supplier related internet site are done according to SL.
• To Provide relevant and accurate information (Services Products & Policies).
• To Escalate all technical inquiries to the specified 2nd line department through a standard SLA whenever needed and ensure that all escalations contain complete information to ensure resolution targets are achievable.
• To Conduct the necessary orientation sessions to all Customer Care staff regarding newly launched products.
• To Attend different UATs to ensure that any new business solution or product is compatible with systems and internal processes.
• To Handle new complicated services and business solutions currently in the market.
• To Contact related vendors & liaise with them reported problems.
• To Monitor SLA time frames and report them till closure
• To Meet/exceed department KPIs consistently & innovatively.
• To Provide customer with appropriate options/right suggestion.
• To maintain average of the supervisor observations and the QA observations according to KPIs.
• To Provide Some customers special visits to ensure solving their problem incase repeated and to assure total solution
• To Take ownership of escalated service requests through problem resolution for the benefit of Vodafones customers.
• Reports to: BUSINESS Solutions Senior Team Leader
• Location: Zahraa El Maadi
• Function: Data & Business Solutions

Qualifications

• A bachelors degree in computer science Engineering or a related field to be able to work as a cloud operations engineer is a Must.
• Background in VMWARE Amazon Web Services (AWS) and Microsoft Azure will be beneficial
• 35 years of handson system administrator experience (Windows Server and Linux) is a plus.
• Experience with virtualization platforms ( HyperV VMWare)
• Experience with system monitoring & Alarming will be beneficial
• Thorough understanding of networking concepts and Internet protocols (TCP/IP ssh HTTP/HTTPS UDP switches routers iptables firewalls load balancers) is a plus
• Strong communication skills in order to create and share best work processes with teammates.
• Effective project management abilities in order to successfully oversee business initiatives.