# Alhassan Yahia

Alhassan Yahia is a remote worker on Himalayas, Technical Support Representative, Tier 2 at Intelcia, based in Egypt.

Source: https://himalayas.app/@alhassanyahia

```text
Tier 2 Technical Support Specialist at Optimum resolving escalated fiber, Wi-Fi, TV, and connectivity cases.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Egypt |
| Authorized to work in | Egypt |
| Salary expectations | 30k+ USD |
| Job categories | Technical Support Specialist, Product Support Specialist, Technical Operations Specialist, Support Specialist |
| Skills | Tier 2 Technical Support, Technical Support, Network Troubleshooting, Customer Escalation Management, Case Management, Technical Documentation, Fiber Internet, WiFi, TV and Streaming, Connectivity troubleshooting, Fullstack Development, System Design, Workflow Automation, BMC Helix, BMC Remedy, Technical Troubleshooting, Customer Support, Phone Support, Escalation Management, Issue Resolution, Technician Dispatch, Case Documentation, Customer Follow up, De escalation, Knowledge Base (KB) Usage |
| Portfolio | https://poisy.online |
| LinkedIn | https://linkedin.com/in/alhassan-yahia |

## What I'm looking for

```text
I’m interested in remote roles across Technical Support, Product Support, Technical Operations, Developer Support, and similar roles where troubleshooting, communication, and technical depth overlap.
```

## About

```text
At Optimum, I handle Tier 2 escalations for US residential services, including fiber internet, Wi-Fi, TV, equipment, and connectivity issues. I review case history, isolate what’s failing, and determine whether the next step is a remote fix, technician dispatch, or escalation.

I document cases in BMC Remedy/Helix and coordinate with field technicians and internal support and network teams on recurring issues and outages. I also build software and automation tools through personal projects, bringing a system-side perspective to technical problems.
```

## Experience

### Technical Support Representative, Tier 2 (current)

Intelcia. Feb 2026 - Present

```text
Provides Tier 2 technical support to Optimum's U.S. customers, handling escalated issues, coordinating with technicians, and documenting cases in BMC Remedy/Helix.
```

Skills: Customer-Support, Phone-Support, De-escalation, Issue-Resolution, Case-Documentation, BMC-Remedy, BMC-Helix, Technician-Coordination, Escalation-Management

### Technical Support Representative – Tier 2 (current)

[Optimum](https://himalayas.app/companies/optimum-com). Feb 2026 - Present

```text
• Handle Tier 2 escalations for Optimum’s US residential services, mainly FTTH/fiber internet, Wi-Fi, TV/streaming, equipment, and connectivity issues that weren’t resolved at first-line support.

• Pick up complex and repeat-contact cases, review previous troubleshooting and visit history, isolate what is actually failing, and decide whether the next step is a remote fix, technician dispatch, or
```

## Education

### Zewail City of Science, Technology and Innovation

Bachelor's degree, Communications and Information Engineering

```text
Pursuing a Bachelor's degree in Communications and Information Engineering, currently in progress.
```

### Zewail City of Science and Technology

Bachelor of Engineering, Communications and Information Engineering. 2025 - 2029

## Tech stack

- React
- JavaScript
- HTML5
- CSS 3
- TypeScript

To contact Alhassan, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

## People also viewed

- [Kareem Fahmy](https://himalayas.app/@kareemfahmy): Remote Technical Support Specialist, Budderfly
- [mustafa ashraf](https://himalayas.app/@mustafaashraf1): IT Support Specialist, Allpro Logistics
- [Ammar Yasser](https://himalayas.app/@ammaryasser): Broadband Technical Support, AT&T (Teleperformance)
- [ali fahmy](https://himalayas.app/@alifahmy): Technical Support Engineer, Flairstech
- [Ramy Habib](https://himalayas.app/@ramyhabib): Tier 2 Technical Support Engineer, Concentrix
- [Sohaib Mohammad](https://himalayas.app/@sohaibmohammad): Freelance Web Designer, Mostaql
- [Sama Tarek](https://himalayas.app/@samatarek1): Technical Support Engineer Level 2, Avery Dennison
- [Karim Fouda - كريم فوده](https://himalayas.app/@karimfouda-): Software & Hardware Specialist, Self Employed
- [Abdelrahman Ghidan](https://himalayas.app/@abdelrahmanghidan): L2 Technical Support Engineer, CME
- [Mohamed Samra](https://himalayas.app/@mohamedsamra1): Patient Support Specialist, CentroCDX