Job description / Role
About the role
• Resolve service incidents by troubleshooting and solving faults reported through the Ocean ticketing system.
• Perform service changes by assessing risk and implementing requests reported through change management tools.
• Resolve service problems by performing Root Cause Analysis (RCA) and designing action plans for unknown errors reported through the Problem Management Dashboard.
• Perform solution releases by authorizing, validating (changes, upgrades, updates, patches, and migrations), and implementing them.
• Undertake the Technical Assistance Center (TAC) function and manage communication with vendors in case of problems, patches, and maintenance.
• Keep Security Solutions Configuration Management up to date by adding/modifying CI as implied by incidents, changes, and release processes.
• Manage both internal and external customer calls, providing them with regular updates as per support processes.
• Mentor new team members and security associates, offering guidance and technical advice.
• Execute actions managed by Senior Security Engineers related to Security Improvement Plans (SIPs) and update the SIP action plan accordingly.
• Perform technical and management escalations as implied by the escalation process to ensure security tasks are progressing toward resolution and/or completion.
• To provide second line support and escalation of helpdesk tickets to our customer base, working to specific SLA's
• Providing remote support and change management assistance to our customer base on a 24x7 basis as required
• Managing and monitoring call queues ensuring adherence to customer SLA's
• Ensuring that all case related documentation is clear, concise and updated in the Helpdesk/CRM systems
• Ensuring that customers are updated continuously on the status of their issues and that customer satisfaction is maintained at a high level
• To provide second line support and escalation of helpdesk tickets to our customer base, working to specific SLA's
• Providing remote support and change management assistance to our customer base on a 24x7 basis as required
Requirements
Qualifications:
• Excellent command / highly proficient in spoken and written English
• B.Sc. in computer, communication, or electronics MIS.
• At least 2 years of professional experience.
• At least 2 years of IT/Network security support technical experience.
• Understanding of SASE solutions and hands-on experience on Palo-Alto Prisma access (for remote networks and remote users
• Understanding and hands-on at Cisco ASA Firewall
• Preferred certifications in CCNA, CCNP, Fortinet, and PaloAlto.
• Very good understanding and hands-on experience with Fortinet Firewalls or Palo Alto Firewalls, and holding relevant certifications
• Very good understanding of network security technologies, including Caches/Proxies, LTM, ,WAF and Mobile SSL
• Good understanding of Cisco Routers and Switches and Dynamic routing (OSPF, BGP, RIP, EIGRP)
• Good understanding of IT security solutions, including Managed Firewalls, Managed Proxies, Managed Antivirus, Managed Switches & Managed IDSs/IDPs.
• Familiarity with ITIL incident & change management processes.
• Eager to learn and demonstrate high dedication and ownership.
• Possesses soft skills/business courses such as Time management, facilitation skills, and interpersonal skills.
• Solid understanding of networking technologies, LAN/WAN, routing, switching, IP sub-netting, and will possess a good understanding of the 7 layer OSI model and associated protocols
• Excellent troubleshooting and problem solving skills
• Microsoft Windows Operating Systems and application skills (MS Office suite)
• Linux based Operating Systems and application experience
• Ability to work as part of a team or independently with minimum supervision
• Ability to communicate clearly, verbally and in writing at all levels
• Must have a solid understanding of all aspects of networking and firewall security
• The ability to multi-task and prioritise workload in a high pressure environment
• Flexible 'can do' approach to problem resolution, along with the determination and drive to see an issue through to completion
Desirable:
• Knowledge of Terraform
• Knowledge of AWS
• Virtualisation technologies (server and firewall)
• IDS/IPS experience
• SIEM experience
• Ability to create formal documentation for systems administration, operations, and maintenance
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.