Associate Customer Service Engineer

Job Description

RESPONSIBILITIES Customer ticket acknowledgement (responsive mode) Reception and qualification Analysis of the customers request by describing the incident in coherence with the elements of the contract Evaluate the importance of the incident to the customer and assigning the processing priority Record Signaling in the OCEANE- Ticketing information system 1 st and second level analysis on tickets Respond to all escalations on a timely manner in line with the Incident Handling Policy Provide updates to the customers per the Incident Handling guidelines Updates include managing updates notifications, Email and Telephone communication Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner Perform technical escalations in line with Incident Handling policy Ensure incidents are routed to the proper next level/organization as part of the incident management processes Key Technical Skills : Working experience and knowledge of Local Area Networks Wide Area Networks, Carrier Networks, different telecom hardware(cisco, juniper) and technology platforms Knowledge of working on SDH and DWDM Fiber optics network Service assurance for high capacity IPLC (International Private Leased Circuit up to 100Gig capacity) P2P & IMPLS circuits in coordination of various national/international service providers & Undersea Submarine Cable System Look after the Severity 1/ Critical catastrophic service Affecting Outages in the Network (TNG/ANG (Lastmile Outages)/IPLC(SEA-ME-WE-4 )) and follow them up to their resolution This role consists of all major planned/unplanned activities of backbone sites Finding Reason of outages of potential and traffic outage related problems Knowledge of IPSEC and GRX networks Knowledge of Protocols BGP , OSPF , IS-IS Strong knowledge of IP Transit network STRENGHS OF THE OFFER International environment with high visibility and strong strategic stakes A close relationship with our clients An approach of co-construction with the teams Being able to learn from OSI layer 1 to layer 4 An environment that encourages initiative and autonomy Multicultural and Multiproduct work environment RESPONSIBILITIES Customer ticket acknowledgement (responsive mode) Reception and qualification Analysis of the customers request by describing the incident in coherence with the elements of the contract Evaluate the importance of the incident to the customer and assigning the processing priority Record Signaling in the OCEANE- Ticketing information system 1 st and second level analysis on tickets Respond to all escalations on a timely manner in line with the Incident Handling Policy Provide updates to the customers per the Incident Handling guidelines Updates include managing updates notifications, Email and Telephone communication Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner Perform technical escalations in line with Incident Handling policy Ensure incidents are routed to the proper next level/organization as part of the incident management processes Key Technical Skills : Working experience and knowledge of Local Area Networks Wide Area Networks, Carrier Networks, different telecom hardware(cisco, juniper) and technology platforms Knowledge of working on SDH and DWDM Fiber optics network Service assurance for high capacity IPLC (International Private Leased Circuit up to 100Gig capacity) P2P & IMPLS circuits in coordination of various national/international service providers & Undersea Submarine Cable System Look after the Severity 1/ Critical catastrophic service Affecting Outages in the Network (TNG/ANG (Lastmile Outages)/IPLC(SEA-ME-WE-4 )) and follow them up to their resolution This role consists of all major planned/unplanned activities of backbone sites Finding Reason of outages of potential and traffic outage related problems Knowledge of IPSEC and GRX networks Knowledge of Protocols BGP , OSPF , IS-IS Strong knowledge of IP Transit network STRENGHS OF THE OFFER International environment with high visibility and strong strategic stakes A close relationship with our clients An approach of co-construction with the teams Being able to learn from OSI layer 1 to layer 4 An environment that encourages initiative and autonomy Multicultural and Multiproduct work environment Hosted Orange Wholesale Intl