Technical Support Engineer

About us:

Elsewedy Electric: Powering Progress, Empowering People

For over 80 years, Elsewedy Electric has been a leading manufacturer of electrical products and solutions, operating in 19 countries with over 18,000 employees. We offer a diverse range of products across wire & cable, electrical equipment, engineering & construction, digital solutions, and infrastructure investments.

Beyond our manufacturing prowess, we're passionate about creating a positive and empowering work environment for our team. We foster a culture of diversity, inclusion, and continuous learning, providing opportunities for professional development and career growth. Our commitment to employee well-being extends beyond compensation with initiatives promoting work-life balance and overall well-being.

Join us and be part of a company that's not just powering progress, but empowering people to build a brighter future.

This job opportunity is offered by Elsewedy Electric Graduate Development Program. The program is designed for Graduates with 0-2 years of experience. The program offers various job rotations, mentorships, coaching & trainings. 2024 & 2025 Graduates are welcomed to apply.

Professional Experience Required

• Hands-on experience with ticketing systems (e.g., Azure, Jira, ServiceNow) and incident management processes.
• Exposure to smart metering, prepaid metering, or embedded device solutions is a strong advantage.
• Basic experience in issue classification and escalation procedures across software, hardware, and firmware.
• Familiarity with remote diagnostics, data validation, and system monitoring tools.
• Strong communication skills with the ability to guide customers through troubleshooting steps clearly and effectively.
• Serve as the first point of contact for customers to capture and understand technical issues via email or WhatsApp.
• Classify, log, and track incidents (software, hardware, firmware, connectivity, etc.) using the Azure ticketing system.
• Perform basic troubleshooting and resolve straightforward technical issues promptly.
• Escalate complex cases to Level 2 support (software/hardware) with complete diagnostic details.

Requirements:

• Academic Qualifications: Bachelor’s degree in Electrical & Machine Power Engineering, Mechatronics, Communication.
• Language Proficiency: Fluent in English (spoken and written)
• Years of Experience: 0-2 Years of experience in the same field.