Engineer-Integrated Ops @ Orange Business

Expected tasks:
- Act as point of entry for all inbound first level support calls

- 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 requested by your manager

Qualifications:
- Graduation Degree from a recognized university
- CCNA/CCNP & ITILV3 preferred

Experience:
- Minimum 2 year of experience in customer facing role/technical support/incident management roles
- Network troubleshooting skills preferred
- Basic understanding on LAN and WAN devices & connectivity preferred