Associate Customer Service Engineer
- Orange Business
- 0 - 3 years
- Noida, Gurugram
- 10 months ago
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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 stand 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 stand 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
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Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: Orange BusinessLocation(s): Noida, Gurugram+ View Contact
Keyskills: Telecom Service assurance Networking ISIS Incident management Troubleshooting IPLC cisco Wholesale OSPF
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