Technical Support Engineer

Job description / Role

About the role

- To provide a professional first point of contact for the customer.
- To accurately log all incidents and inquiries in a timely and effective manner.
- Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other network and product utility programs wherever possible.
- Provide continual updates to the customer and use the internal escalation process when necessary in order to meet contractual and performance objectives.
- To coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLA definitions.
- To resolve by himself or herself most of the incidents on all services.
- Document all troubleshooting and case management actions via the ticketing systems.
- To ensure on-time resolution by escalating to the appropriate experts and management when necessary.

About you

- Very good interpersonal and communication skills.
- Able to understand complex customer infrastructure and good understanding of services proposed by Orange.
- Excellent customer skills and focus are required.
- Ability to work under pressure and to deal with multiple tasks.
- Preferred to have knowledge on delivered technologies:
- CCNA certified is a plus.
- Fluent in both English and French is a plus.

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.