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Systems Engineer needed for Vodafone Egypt

Provide Office IT services support for Vodafone Group Services, using the Incident & Problem Management Processes.
Vodafone Egypt | 18.04.2012

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Role Purpose
Providing Office IT services support for Vodafone Group Services, using the Incident & Problem Management Processes.

Essence of Role/Key Accountabilities
? Providing second line of support for Vodafone Group Services Infrastructure and messaging systems
? Handling requests for Active directory accounts and users, shared drives access and security
? Performing all possible technical troubleshooting steps to resolve incidents reported from Customer Services desks and other support teams
? Recover all incidents as quickly as possible according to the defined SLA and Minimize the adverse impact on business operations
? Troubleshoot mail and mail client connectivity issues between different sites.
? Troubleshoot Global Address list, OCS and SIP problems.
? Configuring and maintaining the company print and fax devices
? Handling blackberry activation and synchronization requests.
? Ensure that best possible service quality and availability is maintained
? Request Fulfillment: Information, Advice, Execution of standard change, Setup of access authorization, Activates the Access Management
? Event Management: Handling auto-generated events by the monitoring systems and MOM by interpreting the meaning of an Event and selecting a suitable response.
? Troubleshooting & resolving the Infrastructure and connectivity issues to the different services (DNS, Proxy, Firewalls)
? Utilizing the existing team applications and tools (knowledge base, Documentation database, Handbook) to support the operations
? Consulting with other support teams as appropriate

? Ensure that the technical solution and root cause are clear and logic
? Prioritizing and managing several open cases at one time based on agreed Service Levels to the customer.
? Ensure that all incidents are solved within the agreed SLA
? Update the technical documentation and the team KDBs.

• Project consulting
• Review of operational concepts
• Approvals of systems for production
• Realizations of user/CSD trainings, work instructions, First-time-Fix documentations, Use Cases

• System reporting
• Service KPI definition
• SLA /KPI reporting
• Statistical analysis

Role Dimension: Financial (limits/mandates), Non-Financial (customers/staff/stakeholders)
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Person Specification: Technical Skills/Professional Expertise
• Qualification / Experience:
o Bachelor of computer engineering / science
o 3 - 5 years of IT System Administration experience in Microsoft systems and technologies
o ITIL Foundation background.
• PC Knowledge:
o Experience in administration of Microsoft Windows operating systems (Windows XP, Windows Server) and Active Directory administration
o Hands-on experience with Microsoft infrastructure technologies including DHCP, DNS, VPN.
o Hands-on experience with Microsoft messaging systems (mailbox configuration and permissions, push mail, client connectivity, and SIP)
o Windows XP support, Microsoft office support
o Experience with dealing MOM
o Good knowledge with Blackberry configuration is a plus.

• Technical skills:
o On hand experiences working on web applications
o Technical knowledge in infrastructure technologies (DNS, Proxy)
o On hand experiences on Microsoft active directory directory service and LDAPs
o Remedy background is a plus
• Personal skills:
o Strong troubleshooting and problem solving skills
o Strong Conversational English skill both oral and written
o Very good analytical thinking skills
o Handling multi-tasks
o Strong troubleshooting and problem solving skills
o Strong Conversational English skill both oral and written
o Very good analytical thinking skills
o Handling multi-tasks
o Delivers outstanding customer service
o Works collaboratively with others in global teams
o Sets and prioritizes challenging targets
o Works effectively in a changing environment
o Dependable, takes personal responsibility
o communicates with enthusiasm and clarity

• Business and Managerial skills:
o Good communication skills specially in a multicultural environment
o Working under stress, Dynamic and Customer oriented
o Understanding of the Telecommunications Market