Job closed
Job description / Role
About the role
- Actively be involved in ensuring SLAs commitments are met.
- Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
- Provide updates to the customer as needed to meet customer statusing and performance objectives.
- Perform technical and management escalations in line with company policy and case excellence..
- Run & own the daily surgery process with a view of identifying and resolving high duration faults.
- Act as first level escalation point to LAN IS support Team.
- Detecting and diagnosing customers network faults based on different vendors and Technologies (Packeteer, Cisco routers, Catalyst switches, Juniper WX , Riverbed Steelhead )
- Provide statistical information on IS activities status and prepare technical reports as required.
Requirements
About you
- Service orientated, customer focused with good customer service skills
- Good networking/communications background
- At least one formal technical qualification (IE: Routing and switching specialists, CCNP , CCIP or equivalent)
- Good interpersonal skills
- Good time management, organizational and communication skills
- Ability to work under pressure
- Ability to deal with multiple tasks
- Good commercial awareness
- Presentation skills
- Ability to build relationships with peer and management levels both with clients and the company management
- Experience in one or more of the following:
- Network, Firewall's / VPN Concentrators/WAN Accelerators
- Network, LAN/WAN/VPN topologies and protocols
- Proactive, self motivated and determined attitude
- Problem solving skills
- Tenacity
- Flexibility in terms of working hours
- University degree (B.Sc.)
- Proficient in English/ French is asset
- 3+years relevant technical experience
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.