Technical Support Engineer

Orange Business is here!

About us

Join us at Orange Business!

We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About the role

-Provide technical point of contact for customers’ incidents.-Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams.-Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs.-Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.-Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence.-Perform and own technical management escalations in line with company procedure and case excellence policy.-Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in detail and gain agreement to incident closure by customer or Service desk representative

About you

-Excellent customer service skills-Interpersonal and communication skills.-Time management.-Ability to work under pressure and deal with multiple tasks.-Problem solving skills.-Language skills

You bring rigor, passion for challenges, and determination. You seek the opportunity to expand your expertise, achieve your goals, and thrive.

What we offer

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).• Professional Development: training programs and upskilling/re-skilling opportunities.• Career Growth: Internal growth and mobility opportunities within Orange.• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.• Reward Programs: Employee Referral Program, Change Maker Awards.

Only your skills matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.

Responsibilities

-Provide technical point of contact for customers’ incidents.
-Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams.
-Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs.
-Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
-Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence.
-Perform and own technical management escalations in line with company procedure and case excellence policy.
-Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in detail and gain agreement to incident closure by customer or Service desk representative