Company Description

Franco Pinto is an IT solution integrator company in Sudan operating in the fields of IT Security and infrastructure. and we are also a fast-growing Value Added Distributor in the IT and Telecom portfolio. We represent the many of world's most trusted brands. such as Cisco, D-Link, Kaspersky, Huawei, Fortinet, VMware, Sophos.

We are 40+ employees and operate in Khartoum, Dubai, and Rwanda.

We deliver the best solution with a combination of technical knowledge, genuine passion, and problem-solving skills. This enables us in providing the best innovative IT solution to our clients. We have expertise in pre-sales, installation, and post-implementation with 24/7 technical support. as well as the channel distribution team. And professional IT training center

• Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer needs by investigating and troubleshooting issues, developing solutions for our customers all while understanding their business needs
• Manage customer cases and document all customer interactions and resolutions in the ticket management system.
• Support customers by responding within the designated service-level agreement (SLA) period to incoming customer inquiries about our technologies
• Exceed customer expectations by providing outstanding customer service
• Actively contribute to our technical knowledge base, online community, and other technical documentation.
• Collaborate with internal teams in identifying product defects, designing solutions, and testing.
• Work effectively with cross-functional teams to include Sales, Supply, Customer Success, etc.
• Proactively update our customers and ensure that they are satisfied with our support service
• Participate in case review calls with customers when needed

Experience:
Minimum 1-2  years’ experience in networking/ICT in firewalls, endpoint security, Security solution, networking security, ..etc

Qualifications required:
BSc. in telecommunications or computer science or any relevant field