Lead, IT Help Desk

Join Orange Egypt as our Lead, Operations - ICT!

Are you ready to take charge of our technical support and incident management operations? At Orange Egypt, we're seeking a proactive and dynamic individual to lead our team in ensuring the smooth functioning of our ICT infrastructure. Here's what you'll be doing:

• First-Level Support & Incident Management: You'll be the first point of contact for technical support, handling ticket creation, updates, escalations, and closures with efficiency and professionalism.
• Proactive Monitoring: Keep a vigilant eye on our infrastructure devices and services, promptly identifying and addressing any performance issues before they impact our services.
• Issue Diagnosis and Prevention: Dive deep into issues, diagnosing them accurately and taking proactive steps to prevent their recurrence, ensuring uninterrupted service delivery.
• Event Analysis and Response: Analyze system-generated events, sift through alerts, and prioritize them based on relevance and urgency, ensuring swift incident response.
• Collaboration and Communication: Liaise with field engineers and third-party vendors, coordinating resolution efforts seamlessly to minimize downtime.
• Reporting and Ticket Management: Take charge of creating, defining, and updating custom ticketing reports and categories, ensuring accurate tracking of issues and timely resolution.

Technical Skills and Qualifications:

• 3+ years of experience in a similar role.
• Proficiency in ITSM BMC Remedy.
• Thorough understanding of Incident Management Process and Lifecycle.
• Familiarity with SLA/KPIs.
• Relevant IT certifications or equivalent experience.
• Knowledge of ITIL/ITSM guidelines.
• Understanding of IT Infrastructure & Virtualization concepts.

This role is based in the New Administrative Capital and operates on a 24/7 schedule.

Join us in shaping the future of ICT operations at Orange Egypt!