Job description / Role
About the role
- Provide a professional first and second technical support for a large customer
- Work on both WAN (SDN) / LAN solutions, as well as Cisco IPT solution
- Owns the chronic and the complex problems / incidents.
- Highlight all the single point of failures and potential issues that might affect the customer to the customers' account team.
- Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
- Provide updates as needed to the customer in order to meet performance objectives.
- Comply with all the special process and procedures agreed with the account teams and customers.
- Ensure cases are allocated to the most appropriate 'next step' as part of the case flow process
- Perform technical escalations in line with company procedure.
- Monitor systems, customer networks and products, and deal with alerts and events as appropriate.
- Liaise and refer issues to correct/relevant entities when needed.
- Document all troubleshooting and case management actions via the electronic case management system.
- Undertake any other reasonable task as assigned.
- Ability to build relationships with peer and management levels both with clients and the company management
- Determination to process tasks according to predefined processes is essential.
- Drive chronic and complex cases in to quick and efficient resolution.
- Act as a case manager in order to always push for faster issue resolutions.
- Provide technical training to the team members when required.
Requirements
About you
- Minimum 1 year hands on experience in operational networks
- Excellent network troubleshooting skills in the following :
- VPN Architecture: MPLS
- Network devices: Cisco (Routers, switches, WAAS, AP,WCS, and IP telephony )
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.