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Service Delivery Engineer L2 - remote

3.00 to 5.00 Years   Cairo, Egypt   26 Nov, 2021
Tutuka
4 Jobs Openings
Job LocationCairo, Egypt
EducationNot Mentioned
Salary$2,000 - $3,000
IndustryBanking; Software Development; IT Services
Functional AreaNot Mentioned

Job Description

Tutuka is creating a Follow the Sun approach to our Global Support Services in response to the companys global growth and product expansion.?We are searching for?L2 Support Engineers?situated in the Middle East to ensure that our clients receive outstanding service around the clock and that incoming queries/incidents are resolved quickly.?The position will have conventional day hours of 8 a.m. to 4 p.m. or 9 a.m. to 5 p.m. and will be FULLY REMOTE.?What you get to do:

  • Provide technical and business-related knowledge to the L1 team to help resolve customer queries, this includes knowledge management (documentation)
  • Detect possible service interruptions to our partners and anticipate potential problems
  • Root cause analysis (mature problem, configuration, change mgmt., process)
  • Analyse service performance trends
  • Escalate to appropriate group a detailed issue tracking (ticket), status update to logger (requester)
  • Process automation capabilities & detect possible procedural improvements
  • Resolve customer queries that have been forwarded by the Level 1 team
  • Take ownership by coordinating the feedback to the customer where analysis is required from other implementation and development departments
  • Perform customer service monitoring value analysis
  • Carry out specific research for technical queries both internal and external
  • Coordinate minor configuration changes that must be performed by customers
  • Monitoring of specific transactional flows
  • Participate in monitoring of internal operational processes
  • Creation of system generated alarms to anticipate potential partner service interruptions

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