Frontline Support Engineer [French fluent]

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.

Technical skills

- IP Networks management: routers, modems, LAN, WAN
- Basic knowledge of Linux / Unix server administration - command line
- Basic knowledge Windows administration


Soft skills

- Customer service orientation
- Problems troubleshooting and analytical skills
- Team player
- Good communication skills
- French and English languages – write / read / speak – fluent and mandatory

Role:

- Proactively monitoring dedicated high debit data transfer infrastructure equipment, using specific monitoring tools.
- Provide remote technical assistance and support for an Orange Services / International Operations Customer and its external partners / providers, in order to prevent and resolve in life technical problems for the services and equipment provided by the Customer to its clients. Provide technical solutions that are compliant with the quality standards and respecting the deadlines.
- Perform incident management using specific ticketing tools.
- Assure quality of service and KPIs

Responsibilities:

Incident management & troubleshooting:

- Proactive detection of the service / equipment malfunctions using specific monitoring tools.
- Incident tracking using specific ticketing tool
- Ensure incident investigation, troubleshooting and resolution for clients services and equipment:
- Real-time investigation & troubleshooting
- Root cause analysis
- Problem fixing and service restoration
- Triggering on-site maintenance operations
- Focus on first call resolution of the incident, instructing clients technical staff to perform basic checks on the equipment and network.
- Guide the on-site operational team / client’s administrator to detect and qualify the problem (ADSL lines, configuration, devices, etc);
- Apply corrective measures to fix the problems.
- Follow-up opened tickets until problem is fixed and incident is closed.
- Manage and coordinate remotely the on-site interventions for hardware replacement. Manage the communication with clients, support teams and external partners.
- Obtain customer approval for incident closure

Communication management:

- Ensure incident communication with all stakeholders, including the affected client and internal/external teams/partners involved in the support process, following the support process flowchart.
- Incident reports – for major incidents
- Manage the communication with the clients and with the intervention teams for the onsite maintenance interventions on client equipment.