Service Desk Engineer

Job description / Role

About the role

Responsibilities:

• To provide a professional first technical point of contact for the customer.
• 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.
• To ensure cases are allocated to the most appropriate 'next step' as part of the case flow process.
• To perform technical escalations in line with company procedure.
• To monitor systems, customer network security and products, and deal with alerts and events as appropriate.
• To liaise and refer issues to correct/relevant entities e.g. other GCSCs, PTT, IOC and other vendors as appropriate.
• Document all troubleshooting and case management actions via the electronic case management system.
• To conduct initial diagnostics and undertake basic fault diagnostics to resolve where possible, customer faults.

About you

Skill Profile:

• English fluent.
• Bachelor degree in communication engineering.
• Able to work under stress.
• Customer oriented.
• Good communication skills.
• Able to work on shift basis.

Department

Global Delivery & Operations

Orange Business is a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

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.