Incident Management Specialist (Cantonese)

Job description

about the role

·  To provide a professional first technical point of contact for the customer and third party vendors
·  Diagnose fault-related incidents by effectively utilizing troubleshooting software and other network/product utility programs.
·  Provide updates as needed to the customer in order to meet performance objectives and contractual objectives.
·  To ensure incidents are allocated to the most appropriate ‘next step’ as part of the incident flow process
·  To monitor incidents and perform both technical escalations and managerial escalations in line with company procedures.
·  To monitor systems, customer networks and products, and deal with alerts and events as appropriate.
·  To liaise and refer issues to correct/relevant entities e.g. other service desks, PTT, Carriers, Operations & Engineering teams and other Vendors as appropriate
·  Document all troubleshooting and incident management actions via the electronic incident management system to the highest possible standard
·  To undertake any other reasonable task as assigned

about you

·  Able to commit for work 24 X 7 shift rotations.
·  Ability to work in international environment but with capability to work

independently when needed.

·  Ability to engage and partner with customer and internal staff as required.
·  Ability to identify problems and analytically solve them to resolution as required and without stress.
·  Ability to work in (virtual) team environment with internal and external organization and with customer.
·  Proficient in English plus fluent in additional language -Korean, Mandarin, Japanese, Cantonese, Thai, Bahasa Indonesia, Tagalog Language skills is an added advantage.

additional information

·  Min qualification of Degree or Diploma or equivalent in IT fields, and;
·  Min 2 year of experience in Network environment
·  Has a min 1 year of experience liaising with international customers.
·  Preferably certified with CCNA/CCNP or other relevant network certification.
·  Experience working with Telco provider and product vendors
·  Relevant working experience and possess sound technical knowledge.
·  Strong technical troubleshooting and  knowledge of any of the below technologies needs to be demonstrated :-

a. IP knowledge - IPVPN, IP Telephony, Internet, LAN, etc

b. WAN knowledge - ATM, Frame Relay, etc

c. CISCO servers, switches, and standard products knowledge preferred

department

Customer Services & Operations

Orange Business Services 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.

contract

Regular