Technical Support Engineer

JOB DESCRIPTION / ROLE

Employment: Full Time

About the role

To provide support through the Service Excellence Process to GDO Customers:
• Processing Customers calls/inquiries.
• Incident Management.
• Change Management.
• Ensuring a professional and consistent delivery of quality services to our customers.
• Will act as a professional first point of contact for the customer.
• Accurately log all incidents/changes in a timely and effective manner.
• Diagnose fault-related cases both proactively and reactively by effectively utilizing software diagnostics and other network/products utility program whenever possible.
• Provide continual updates to the Customer and use internal escalation process when necessary in order to meet contractual and performance objectives.
• Coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLAs.
• Own/Resolve the incidents/changes from creation to resolution.
• Document all troubleshooting and incident management actions via the ticketing systems.

Requirements:

About you

• Excellent interpersonal and communication skills.
• Willingness to learn complex customer infrastructure and understand services delivered by Orange Business.
• Willingness to develop technically.
• Friendly & ready to work within a team.
• Excellent customer skills are required.
• Customer oriented.
• Objective/Goal oriented.
• Problem solving skills and ability to absorb customer heat.
• Ability to work in a dynamic environment with rapid changes.
• Excellent Multitasking skills.
• CCNA certificate is a huge plus.
• Preferred to have knowledge in any on the below:
- SDWAN technology
- Zscaler technology
- Advanced Routing & Switching
- LAN technologies
- Network Security technologies
• English fluency is a must, French fluency is a huge plus.

Department
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.

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.

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