Votre rôle Responsibilities Incident Management Manage customer issues and requests relating to security technologies according to Service Level Agreement and standard incident management processes.
Technologies may include, but are not limited to, Fortigate, Checkpoint, Juniper, ZScaler, and BigIP.
Issues may be raised by: Customers (Reactive Support) Monitoring activities (Proactive Support) Level 1 service desk support team Additional requirements include administration and monitoring of messaging services and platforms.
Achieving and exceeding customer satisfaction is the utmost goal.
Initiate Root Cause Analysis when total outages are resolved or upon management request.
Conduct regular reviews with Level 1 security support, Level 2 support (FR / MRU), and engineering teams for post-review incidents.
Change Management Handle change requests on customers' security infrastructures & technologies with respect to the defined Service Level Agreement.
Change may be initiated following customer or internal requests.
Perform Risk Level Assessment with related stakeholders on targeted changes.
Participate in regular governance with the Change Advisory Board (CAB) to validate requests.
Votre profil Customer and Relationship Management Provide appropriate solutions, information, or incident resolution actions to the customer or Level 1 engineer.
Work closely with the FR team.
Regular follow-up with TAM and Level 3 teams.
Acknowledge incidents within agreed SLA.
Provide expert-level technical support to ensure service delivery or service restoration.
Transfer/Relay cases to other support entities for either remote or on-site intervention.
Ensure that service level agreements are met for all requests and incident resolutions.
Proactively monitor systems and solutions to ensure service availability for customers.
Detect events that may cause service interruption and take remedial actions.
Contribute to the handling and resolution of customer escalations.
Monitor ticket backlog daily and follow-through on incidents.
Self-Development Increase competency level via self-assessment and active participation in training.
Achieve relevant certification on products or technologies to better support the line of business.
Understanding of Standards and Processes Maintain and uphold Orange Business Services values.
Act as customer, process, and tools champions.
Organize workshops for knowledge sharing and training of team members and Level 1 technicians.
Working in Team Provide live and direct support and advice to team members for case management or customer interface.
Contribute to team working by reporting any operational or customer-related anomalies.
Provide coaching, assistance, support, and training to team members for case management or customer interface.
Participate in customer calls.
Transitioning of New Activities, Customers, Releases, and Processes Facilitate the integration of new customers.
Assist in the launch of new activities and/or technologies within the team.
Circulate knowledge regarding new releases of supported products.
Publish new customer-specific guidelines.
Qualifications Degree or Master's degree in IT or Telecommunications field from a recognized university.
CCNA certified.
Security certifications such as Fortinet NSE 4/5/6/7, Palo Alto, PCNSA/PCNSE/PCSAE, Checkpoint CCSA/CCSE are desirable.
ITIL V3 Foundation (optional).
Microsoft Certifications (optional).
Any certification within the related fields will be a definite advantage - Juniper / Zscaler.
Experience: 3 years as IT customer support or IT Administrator or 2 years in a similar role.
Le plus de l'offre OBS Petrópolis: The benefits of being Orange: Medical plan Dental plan Life insurance Meal allowance Transportation allowance Bonus plan Gympass Day care Private pension fund Birthday gift (day off) Give a day, get a day (day off) Maternity Leave (6 months + 1.5 year of teleworking) Paternity Leave (15 days + 5 months and 15 days of teleworking) Orange Employee Solutions (psychological and legal assistance) Shiatsu Labor gymnastic Teleworking Reimbursement Flexibility Friendly and caring environment Global work environment.
Entité Global Delivery & Operations Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.
Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.
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