Offers “Orange”

Expires soon Orange

IT Analyst

  • Internship
  • القاهرة, مصر
  • IT development

Job description



about the role

Incident handling and coordination for Equant and FT :

·  Monitoring daily active Tickets ensuring issues are communicated clearly.
·  Providing 2nd level to the IT Help desk in Network, AD, Security and remote access.
·  Troubleshooting and managing complex incidents acting as 2nd level within the time frame agreed with the business.
·  Providing an interface between Equant and FT subsidiaries.
·  Managing access to French applications for Equant users.
·  Performing and managing technical/1st level escalations in line with ITSM Fault Management.
·  Assisting in the coordination of major outages and participating in crisis management and post mortems for outages.
·  Being part of pilots projects, major projects and changes as a main contributor providing testing, analysis and feedback to the project owners.
· 
Provide Lotus Notes support including :

Change Management – Validate and apply changes to server, application configuration or architecture, as requested by the customer or by Engineering teams

Technical management – perform pro-active service maintenance actions to maintain service availability and reduce risk

Migration – When required, coordinate and perform migrations/upgrades (eg. migration of users from previous to newer Notes version on hosted server)

Process controls:

·  Contributing to the Incident backlog follow-up with 2nd – 3rd level teams to ensure targets are met.
·  Analyzing trouble tickets to monitor service trends and determine chronic issues, with a specific focus on service and processes improvements.
·  Assisting with improving and performing process audit activities.
·  Ensuring support groups adherence to operational processes across all levels.
·  Promoting and communicating incident management process rules and guidelines across support organizations.
·  Involved in all new processed between FT France and subsidiaries .

Communications:

·  Providing guidance and training for the IT Helpdesk level 1 agents.
·  Providing updates to the customers per incident fault management guidelines.
·  Being involved in processes documentation and improvement through performance analysis.

 

about you

·  University degree in IT/computer engineering.
·  Fluent In English is a Must, French is preferable.
·  0-4 Years of IT Experience.
·  Good Analysis Skills.
·  Good communication and negotiation skills.
·  Problem solving skills.
·  Good Knowledge of network.
·  Good Knowledge of security.

additional information

·  Experience in 2nd or 3rd level support is a plus

 

department

Customer Marketing& Innovation

contract

Regular

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