Job Purpose
To act as the second tier of technical support for customers & provide the customers with proper
Technical solutions in order to solve their problems related to Mobile Internet and Mobile Broadband services, ADSL/VDSL services and fixed line services in order to reach the highest points of Customers' satisfaction. Technical Support Senior Engineers act also as first line of escalation and inquiry SPOCs for front-liners (Customer Care advisors and Retail agents) regarding all technical issues that may face customers in Etisalat Fixed and Internet Services and products.
Report To Position Name
Conduct the outbound calls upon assignment of SR’s to solve/fulfil technical complaints/requests within the agreed service level for 3G services & ADSL internet services and fixed line services
Handle the escalated technical issues from call center agents, social media advisors and retail agents to maintain customer satisfaction.
Properly diagnoses the customers' issues to enhance and maintain the company's good image.
Attend Users acceptance test (UAT) & the new product training to insure the effectiveness of the product
Provide analytical reports for the services done during a previous period according to the Delegations
Update the communication channels and call guides with any technical support information.
Select the back up support agents to help in the team duties.
Conduct a training session to the inbound team & the support agents to keep them updated with the technical support area.
Test the new USB's and Wireless routers to ensure they meet the requirements to satisfy Etisalat customers and to maintain our ability to support them
Escalate any technical outages to various concerned departments to take the necessary action.
Test the defected USB's, Wireless router which were received from Etisalat stores.
Enhance and facilitate the work flow through uploading new systems.
Provide input to develop preventative or corrective communications
Check the inbound team knowledge & information through a Skill Verification regular test.
Supervise the outbound team based on floor duty schedule.
Schedule the new potential candidates for interviews.
Manage Projects required for operational enhancements.
Handle compensation requests for all GSM Data, ADSL and fixed line technical issues
Handle retention requests for all GSM Data, ADSL and fixed line technical issues
Handling the stores inquiry and complains related to Internet and Fixed services and products.
Customer Centricity Creates a positive internal customer experience during internal customer journeys and touch points.
Continuously learn new trends in the market and propose new ideas, approaches and insights
Test the new ADSL/VDSL and FTTH routers to ensure that the technical specification matches both customer needs and Etisalat needs.
Receiving outage samples from front liner and diagnose case to find the problem and escalate to MISP technical front office team.
Handle ADSL complaints received through social media and VIP cases.
Monitor third line resolutions and service level while handling ADSL customer's complaints to ensure customer satisfaction.
Monitor most repeated customers called front liners, diagnose and solve their problems also find the gaps (system, process, humans) for better enhancement and customer satisfaction.
Proactive exercise to solve customer problems to decrease complaints on frontline and increase customer satisfaction.
Handle and Escalate customer technical issues that are related to Telecom Egypt Jurisdiction
Support the handling of xDSL customer complaints escalated through NTRA SPOC in Technical Support.
Handle all complaints and service requests related to Internet services and submitted through social media and digital channels.
Contribute in the migration of Etisalat operations into digital platforms by supporting and contributing in the digitization and robotics projects.
QUALIFICATIONS_ESSENTIAL
University Degree in related technical field (Communication Engineering, Computer Science, ICT, etc).
Very good Computer skills, Advanced MS excel is required.
Very good in Arabic & English (Reading, Writing & Oral) ...
QUALIFICATIONS_DESIRABLE
CCNA certificate.
JCNE certificate.
MCSE certificate.
TIA CCNT certificate
EXPERIENCE_ESSENTIAL
Minimum 1 to 3 years’ Experience in relevant position is preferable (Technical Support in Telecom field, Engineering field, IT, xDSL or Data Network fields)
EXPERIENCE_DESIRABLE
Data Network Operation experience
Telecom Engineering experience.
Mobile Broadband Support experience
CERTIFICATIONS_ESSENTIAL
Essential:
Customer Care Standard Training Including Quality and Soft Skills training
Data Network Operations
Microsoft Systems and Applications Essentials
Network information background
Desirable:
Microsoft Office training.
CCNA.
MCSE
TIA CCNT
Job Details
Job: Senior Engineer
Organization: Etisalat-Misr
Job Posting: 17/May/2026, 2:58:19 PM
