Engineer-Integrated Ops
- Orange Business
- 2 - 4 years
- Noida, Gurugram
- 9 months ago
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Job Description
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
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
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
Global Delivery & Operations
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SecurityRole: System Security EngineerEmployement Type: Full timeContact Details:
Company: Orange BusinessLocation(s): Noida, Gurugram+ View Contact
Keyskills: Business services RCA Product service Service desk Problem management Telecommunication Customer support data integrity CCNA Operations
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