Technical Support Engineer

Job description

about the role

·  To provide support through the Service Excellence Process to IBO Customers, including processing of Customers Calls/ Inquiries, incident opening, qualification and management, troubleshooting and resolution.
·  To be responsible for the management of both proactive and reactive incidents, ensuring a professional and consistent delivery of quality services to our Customers.
·  To provide a professional first point of contact for the Customer.
·  To accurately log all incidents/ inquiries in a timely and effective manner.
·  Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other network/ products utility program wherever possible.
·  Provide continual updates to the Customer and use 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 most of the incidents on all Services .. To own the incident management from creation to resolution.
·  Document all troubleshooting and incident management actions via the ticketing systems.
·  To ensure on time resolution, by escalating to the appropriated 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 are required.
·  Problem solving skills.
·  Ability to work under pressure.
·  Multitasking skills are required.
·  Preferred to have knowledge on delivered technologies:
·  CCNA certification is a plus
·  Fluent in English (French & German is a plus).

 

additional information

Educational background and Professional Experience:

·  B.Sc. Engineering, Telecommunications or Computer Science.
·  (0 -2) years of experience in similar scope.

department

Customer Services & Operations

contract

Regular