Votre rôle
- Provide level 3 network support, to all network related incidents (SDWAN, WAN, LAN, WLAN, etc.) to global incident management teams.
- Responsible for all operational faults/crisis for all customers supported by OBS, acting as highest operational technical escalation level
- Responsible for fault isolation and providing proper resolution
- Act as service matter expert for all new technologies & be SPOC for their support related issue, knowledge road map during his shift.
- Provide professional technical support and troubleshooting for all issues escalated from the service desk & incident management teams.
- Provide proper resolution in complex customer issues; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
- Provide status updates to the service desk & incident management teams to Inform customer on technical progression, if required.
- Ensure service level agreement “SLA” is met during incidents handling.
- Act as the Global expert team in some required network services, i.e ISDN, Legacy products, etc.
- Responsible for the verification and/or recommendation of the correct and appropriate hardware/software customer configuration of equipment toward resolution of customer faults.
- Able to work closely with field engineers, Vendors and Service Providers to adequately test and resolve hardware/software issues.
- Resolve customer configuration problems, identify product malfunctions, and simulate communication problems in lab environment for problem resolution.
- Document all troubleshooting and case management actions via OBS ticketing system.
- Technical guidance, job coaching and support to the service desk & incident management dept. through training sessions if required.
- Designing & providing technical input to the Company’s technical & procedures knowledge base following the ITIL standards.
Votre profil
- Cisco Routing & switching expertise essential, voice/IPT, IPSec, DSL, OSPF, EIGRP, BGP4, RIPV2, MPLS VPN, Dial Solutions, QoS.
- IPSEC & GRE tunneling protocols.
- Deep knowledge of various Cisco WLAN deployment/solutions
- Solid hands-on experience on WLAN
- Good understanding AirOS/IOS-XE Wireless LAN Controllers
- Solid knowledge for SDWAN
- Good knowledge for QoS
- Good time management, and organizational skills
- Good interpersonal and communication skills
- Proactive, self-motivated, and determined attitude
- Problem solving skills
- Good negotiation skills
- Customer Oriented Attitude
- Ability to work on out of business hours, based on customer requests
- Fluent in both spoken and written English
- Team Spirit
- CAN-DO attitude
Educational Background:
- Bachelor’s degree in telecommunications field
- CCNP certified is a must
- SDWAN and WLAN knowledge is mandatory
- CCIE knowledge is big plus
Le plus de l'offre
- Global opportunities: Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world
- Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working)
- Professional development: training programs and upskilling/re-skilling opportunities
- Career growth: Internal growth and mobility opportunities within Orange
- Caring and daring culture: health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events
- Reward programs: Employee Referral Program, Change Maker Awards
Entité
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
Contrat
CDI