Technical Support Engineer

Job description / Role

About the role

Provide technical point of contact for customers' incidents.
• Own the resolution responsibility of the reported customer incidents either solely or with the help of other teams.
• Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs.
• Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
• Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence.
• Perform and own technical management escalations in line with company procedure and case excellence policy.
• Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in detail and gain agreement to incident closure by customer or Service Desk representative.
• Ability to organize on spot calls with the customer and gather resources for such calls.

About you

Skills / Qualifications:

• Excellent customer service skills.
• Interpersonal and communication skills.
• Time management.
• Ability to work under pressure and deal with multiple tasks.
• Problem-solving skills.
• Language skills: French and English.

Educational background:

• Bachelor of Science in Communications / Computer Engineering.
• Cisco certificate (CCNA). (+)

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.