Orange طالبين Technical Support Engineer

نبذة عنا

We are making business life easier, every day and all around the world As a global IT and communications services provider, Orange Business Services helps companies collaborate more effectively, operate more efficiently and engage better with their customers – connecting their people, sites and machines securely and reliably. Through a unique combination of robust network and IT infrastructure, managed services and professional, reliable people, we do everything we can to offer an outstanding customer experience – helping to change business life for the better. Some facts & figures: – we have nearly 28,500 staff in 100 countries & territories – our network, the world’s largest, reaches 220 countries and territories, including 88 Russian regional subdivisions and 200 Chinese cities. about our customers: – 3,000 multinationals – 2/3 of top global 100 companies – 70% of Fortune 500 financial services companies – 8 million business mobile users Our mobile operations span 26 countries and serve 207 million mobile customers, including 8 million business customers. As a founding member of the FreeMove Alliance, our mobile coverage spans 80 countries and serves +500 million customers.

What you will do:

You will collect & perform primary troubleshooting – end to end – for network incidents – 24×7 in order to ensure a professional and consistent delivery of quality service to our customers.

Orange طالبين Technical Support Engineer

Job Responsibilities:

To provide a professional first technical point of contact for the customer.
Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
Provide updates as needed to the customer in order to meet performance objectives.
To ensure cases are allocated to the most appropriate `next step’ as part of the case flow process.
To perform technical escalations in line with company procedure.
To monitor systems, customer network security and products, and deal with alerts and events as appropriate.
To liaise and refer issues to correct/relevant entities e.g. other GCSC’s, PTT, IOC and other Vendors as appropriate.
Document all troubleshooting and case management actions via the electronic case management system.
To conduct initial diagnostics and undertake basic fault diagnostics to resolve where possible, customer faults.