Technical Support Engineer

Job description / Role

About the role

• Provide comprehensive support to IBO customers via the Service Excellence Process, including handling customer inquiries, incident and change management, troubleshooting, and resolution.
• Manage both proactive and reactive incidents, ensuring consistent and high-quality service delivery to customers.
• Serve as the primary point of contact for customers, delivering professional assistance and support.
• Accurately log all incidents and inquiries promptly and efficiently.
• Diagnose fault-related cases using software diagnostics and other relevant tools, aiming for proactive resolution.
• Keep customers updated on the status of their inquiries and incidents, escalating internally when necessary to meet performance objectives.
• Collaborate with internal departments and vendors to expedite fault resolution within defined SLAs.
• Independently resolve most incidents across all services, taking ownership of incident management from creation to resolution.
• Document all troubleshooting and incident management activities systematically using ticketing systems.
• Ensure timely resolution of incidents by escalating to appropriate experts and management as needed.

About you

Skills required:

• Excellent interpersonal and communication skills to effectively engage with clients and internal teams.
• Ability to comprehend complex customer infrastructure and a strong understanding of services offered by Orange Business.
• Exceptional customer service skills to address client needs and ensure satisfaction.
• Proficient problem-solving abilities to identify and resolve issues promptly.
• Capability to perform effectively under pressure and manage challenging situations.
• Strong multitasking skills to handle multiple tasks concurrently.
• Fluency in English to communicate proficiently with diverse stakeholders.

Preferred skills:

• CCNA certification is a plus, demonstrating a foundational understanding of networking principles and technologies.

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.