Customer Technical Support (CTS) Specialist

The role and responsibility of the L1 team member is to analyse and troubleshoot customer incidents raised by our customers themselves (Reactive Support) or by monitoring activities (Pro-active Support) and provide the first level of support

 Roles:

• To manage the incidents raised by the customers (handling calls, opening a case, communicating with the different teams) within SLA’s.
• To analyze these issues and to fix them using the tools, and processes available
• To participate in the evolvement of the processes taking into account customer requirements
• To work closely with the monitoring team located in Mauritius or Egypt/Cairo

Requirements:

• University degree in IT with experience or fresh graduate
• Diploma holders with professional qualifications (CCNA, MCSE, Linux) or 1-5 years of experience will be considered as well
• Experience in the following technologies would be a definite advantage: Lotus Notes, Exchange, Firewall and networking
•   Ability to Work  on 24/7 shift System
•  Fulency in French And English
•  Good knowledge of Networking
•  Excellent customer Service Skills