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Job description / Role
About the role
- Troubleshoot and resolve high-complexity customer faults effectively.
- Provide advanced technical support for entry teams (Customer service desk and L1 monitoring).
- Ensure timely escalation of issues to the appropriate group or technology vendors for resolution.
- Manage escalations with technology vendors and coordinate resolution efforts.
- Perform service changes, assess risks, and implement requests within the agreed Change Management process using Orange Change tools.
- Resolve service problems through root cause analysis and design action plans for unknown errors reported via the Problem Management Dashboard.
- Authorize, validate, and implement solution releases, including changes, upgrades, updates, patches, and migrations.
- Manage internal and external customer calls, providing regular updates in accordance with service support processes.
- Execute SIPs actions managed by senior engineers and update the action plan of the SIP.
- Perform technical and management escalations as per the escalation process to ensure security tasks progress toward resolution and/or completion.
- Participate in discussions and collaborate with other Orange expert teams, including NOC, CSOC, System, and customer SPOCs, for activities within the scope of the service.
- For MS Defender, perform reactive and proactive tasks related to modules administration, secure score management, vulnerability score management, and daily health checks completion
Requirements
About you
- Bachelor's Degree in Networking, Communication, Computer Science, or equivalent.
- 3 to 6 years of experience in Network and Security administration, support, and implementation.
- Solid experience in Networks, TCP/IP, and firewalls.
- Hands-on experience with Managed Workspace Protection (Microsoft Defender), specifically in modules of Endpoint, O365, Cloud Apps, identity, and cloud.
- Hands-on experience on Palo Alto or Fortigate firewall.
- Knowledge in technologies such as Azure Entra ID, On-premise Active Directory GPO, SCCM, MS Intune, Azure Sentinel (SIEM and SOAR), Azure Playbooks/Logic Apps.
- Hands-on experience on IPAM, DNS, and DHCP management solutions for vendors like EIP (DDI).
- Experience in release and vulnerability management.
- Understanding of ITIL incident and change management practices.
- Background in Secure NAC solutions and Aruba ClearPass (or similar solutions) is highly preferred.
- Understanding of CISSP.
- CCNA Security is mandatory.
- Certifications for mentioned products like NSE4 or PCNSE are a great plus.
- Microsoft SC 200 is a great plus.
- CEH foundation and cloud security are preferred.
- Knowledge of ITIL practices is a plus.
- Exposure to cloud models (public, private, and hyper-converged) technologies is preferred.
- Understanding of SDN and SDWAN is a plus.
Department
Global Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.
About the Company
Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.