Field Service Engineer

Job description

about the role

The position will be based in Eschborn.

Role Purpose

Provide world-class Field Services to external and internal customers .

The main role of Field Service Engineer is to perform various technical activities related to installation, move&change, repair and disconnection of network or desktop elements. The role is further augmented with addition of special skills in various technologies which can be also part of the responsibilities.

Key Accountabilities – on Customer sites  and on Nodal sites

On customer sires provide local support to all maintenance and installations for customer and network equipment which include LAN & WAN environment, Desktop & Peripherals, IPT, Telepresence or Cloud Services.

On Nodal sites provide support on install/upgrade/de-install/repair activities on customers network sites for network equipment & links.

Undertake end to end fault determination, troubleshooting and resolution.

acknowledgement and management of trouble tickets in the Orange Trouble Management Systems,

engineering investigation (testing circuits, testing and replacing equipment)

managing logistics for parts replacement and repair

Available for participating on-call/out-of-normal-business-hours shifts on rotating basis

Provide local support to set up the hardware & download equipment configurations

Close coordination with internal functions, partners, supplier and 3rd party contractors for all Network and Customer  Maintenance & Installations related activities. (Service Desks, Telco, ASPs etc.)

Ensure that all administrative duties are completed in timely and accurate manner, including equipment returns, updating Service Coordination and closure of the calls/ cases, in close co-operation with other operating entities

Follow & comply ‘FE Handbook’  & process guidelines

about you

Knowledge and Abilities

Ability to work in international environment but with capability to work independently when needed.

Ability to engage and partner with customer and internal staff as required.

Ability to identify problems analytically and solve them to resolution as required and without stress.

Ability to work in (virtual) team environment with internal and external organizations and with customer

 

Experience

Minimum 1-2  year practical work experience in customer facing organizations  within telecom or IT/ICT industry high tech/ high level services.

Good level of practiced technical knowledge.

Good virtual team work environment practice.

 

additional information

 

Job skills and certifications

Certifications: CCNA would be a plus.

Equipment:  Cisco Routers, Switches, IPT, Firewalls, Wireless Lan and other;  Riverbed;  Avaya IPT and  other main LAN/WAN/Security providers.

Telecom Technologies and Protocols: Good understanding of LAN & WAN technologies as per the market trend

Communication Skills: Strong communication, organizational and interpersonal skills are required, ability to work in a matrix and multicultural environment.

Language: good English required (write and read)  fluent in German.

department

Customer Services & Operations

Orange Business Services 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.

contract

Regular