Job description / Role
As a Unified Collaboration Operations Engineer (Level 2), you will be an integral part of our operations team focused on Unified Collaboration (UC) products and services. You will play a crucial role in incident management, change management, and release management, ensuring the seamless operation of UC systems.
Technical Responsibilities:
- Provide Level 2 technical support for all Cisco UC products and services.
- Troubleshoot and resolve complex technical issues related to Cisco UC systems, including voice, video, and collaboration platforms.
- Collaborate with Level 1 support and other teams to effectively resolve customer incidents and ensure timely updates.
- Participate in critical incident escalation and resolution, collaborating with senior support staff as needed.
- Document all customer interactions and technical issues in the company's CRM system.
- Perform change and release management activities, including planning, testing, and implementing changes to Cisco UC environments.
- Act as a subject matter expert for Cisco UC systems, providing guidance and support to other team members as needed.
- Participate in regular meetings and discussions to review incidents, changes, and releases, providing insights and recommendations for improvement.
Requirements
Skills & competencies
- Customer centric mindset.
- Excellent communication and collaboration skills, with the ability to work effectively with team members and stakeholders at all levels.
- Proactive and self-motivated, with a passion for continuous learning and professional development.
- Problem solving skills.
- Stakeholder management skills.
- Crisis management.
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.