Operations Connectivity Expert

Job description / Role

About the role

Provide level 3 support activities for a large customer.

• Own complex incidents and act as escalation point for technical issues.
• 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 processes 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.
• Document all troubleshooting and case management actions via the electronic case management system.
• Determination to process tasks according to predefined processes is essential.
• Provide technical training to team members when required.

About you

• 2+ years of technical hands-on experience with application security/endpoint security.
• Hands-on experience in operational networks.
• Network troubleshooting skills in the following:
• Cisco SDWAN
• Network devices: Cisco (C-Edges, vEdges, Routers & Switches)
• Routing protocols (EIGRP, OSPF, EIGRP, and BGP).
• Knowledge of Cisco WLAN.
• Personal skills:
• Quickly acquires and applies new knowledge when needed.
• Demonstrates cooperation and teamwork.
• Problem ownership until resolution.
• Prioritization and balance in tense situations and work activity in multitask situations.
• Service-oriented, customer-focused, and have the ability to resolve complex problems through a calculated and methodical approach.
• Good interpersonal skills.
• Proactive, self-motivated, and determined attitude.
• Flexibility in terms of working hours.
• Fluent English is a must.

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.