Engineer-Integrated Ops

Job Description

about the role To provide level 2 support and to ensure a professional and consistent delivery of quality service to Orange Business services customers and achievement of operational targets Expected tasks: - Act as point of entry for all inbound first level support. - Adhere to published Service Desk processes, procedures and incidence excellence guidelines at all times. - Manage/process common mail box efficiently and timely convert them into incidents, change etc. - Manage the efficient recording, tracking and escalation of Incidents and complaints. - Ensure Customers are regularly informed on request status or incident progress. - Make assessment of requests that cannot be easily categorized referring them to Service Desk Supervisor if necessary for further qualification based on agreed service levels. - Escalate issues when necessary to Service Desk Supervisor/Manager in line with business escalation procedures. - When necessary Invoke escalation procedures relative to the appropriate Customer/Product/Service SLA with Fault Resolution groups. - Manage the Request/Incident life-cycle, including closure, verification and customer communication. - Manage communications with customers in event of scheduled/unscheduled service disruptions and/or outages. - Assist when necessary in detecting possible problems and assigning them to the appropriate problem management entity/team for them to raise problem records, provide workarounds and conduct Root Cause Analysis activities (RCA) Provide exemplary customer focused support. - Ensure incident reporting data integrity is maintained to the highest possible standards. - Undertake any other reasonable task as assigned by your manager. - Understand the organization and Products/Services provided to its customers. about you Any Degree or Diploma in Electronics/Computers or science required. CCNA, CCNP 2-4 years of Industry experience, preferable service desk in a customer support in the telecommunication industry. 2 year of relevant technical experience. 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.