Fixed Services Support Engineer [Level_2]

Employer: Orange
Domain:
  • Telecommunication
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 12.12.2018
    Short company description

    Orange este ceea ce suntem si ceea ce facem, în fiecare zi
    În lume sunt peste 123 de milioane de oameni pe care îi despart distanţe, care vorbesc limbi diferite şi au moduri de viaţã diferite.

    Dar toţi au ales acelaşi lucru: sã comunice aşa cum simt, sã priveascã cu deschidere şi optimism spre viitor.

    Pe toţi îi apropie Orange, indiferent dacã trãiesc în Marea Britanie, Franţa, Elveţia, Belgia, Austria, Spania, Olanda, România , Moldova, Polonia, Slovacia, Rusia, Statele Unite ale Americii, China, Coreea, Japonia, India, Vietnam, Botswana, Camerun, Republica Dominicană, Egipt, Nigeria, Guineea Ecuatorială, Guineea Conakri, Guineea Bisau, Coasta de Fildeş, Uganda, Kenia, Republica Central Africană, Madagascar, Mali, Insulele Mauritius, Caraibe, Noua Caledonie, Reunion, Senegal, Vanuatu, India, Vietnam, Iordania, Bahrein.

    Orange este brandul sub care France Telecom furnizeazã servicii de comunicaţii mobile, Internet şi televiziune. Grupul France Telecom este unul dintre liderii mondiali în servicii de telecomunicaţii, cu peste 183 de milioane de clienti pe cinci continente.

    Creativitatea, îndrãzneala, dinamismul, deschiderea, grijă pentru detalii, consecvenţa definesc Orange în tot ce face.
    Orange înseamnã cã vom schimba tiparele şi ne vom dezvolta în continuare pentru a-ţi oferi serviciile de calitate de care ai nevoie, inovaţie şi transparenţã.

    În ceea ce facem, la Orange România, vom contura în fiecare zi mai clar ce înseamnã acest univers şi care sunt beneficiile pe care le aduce.

    Te invitãm sã experimentezi Orange şi avem încredere cã împãrtãsim aceeaşi convingere: viitorul este într-adevãr senin.

    Requirements

    As a Fixed Broadband Service Engineer you will be responsible for L2 troubleshooting & support for Internet and Voice services, Incident Management (create, follow-up and closure), you will act as single point of contact for all problems related to the service.


    What you will be doing:

    Handling and solving L2 troubleshoot tickets; perform escalation if necessary
    Real time analysis of faults and customer tickets, drive corrective actions in accordance with customer impact
    Initiates escalation process in case of detected performance degradation
    Analyze the impact of technical incidents or scheduled works to establish operational priorities and associated risk
    Monitor technical platform activity and trigger corrective actions
    Monitor performance parameters and handle requests and complaints from customer service department
    Identify critical issues that affects fixed services. Prepares and proposes corrective actions
    Perform critical incidents reports and regularly update the complaints and incident database

    Responsibilities

    Orange Romania’s Operations Team is looking for a new colleague to coordinate all actions regarding L2 support for Fixed Broadband Services (voice and data).

    You will grow in our team as part of a division which counts hundreds of professionals. We constantly try to improve our knowledge and share best practices.

    The colleagues with whom you will interact are network engineers, application engineers, security experts, infrastructure engineers and 1st level support team.

    As a Fixed Broadband Service Engineer you will be responsible for L2 troubleshooting & support for Internet and Voice services, Incident Management (create, follow-up and closure), you will act as single point of contact for all problems related to the service.


    What you will be doing:

    Handling and solving L2 troubleshoot tickets; perform escalation if necessary
    Real time analysis of faults and customer tickets, drive corrective actions in accordance with customer impact
    Initiates escalation process in case of detected performance degradation
    Analyze the impact of technical incidents or scheduled works to establish operational priorities and associated risk
    Monitor technical platform activity and trigger corrective actions
    Monitor performance parameters and handle requests and complaints from customer service department
    Identify critical issues that affects fixed services. Prepares and proposes corrective actions
    Perform critical incidents reports and regularly update the complaints and incident database