Network Support Expert

Job description

about the role

Key Tasks and Responsibilities:

Act as service matter expert for all new technologies & be SPOC for their support related issue, knowledge road map during his shift.

To provide professional technical support and troubleshooting for all issues escalated from the service desk & incident management teams.

Resolve complex customer issues; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.

Provide status updates to the service desk & incident management teams to Inform customer on technical progression, if required.

Act as the Global expert team in some required network services, i.e ISDN, Legacy products, etc.

Responsible for the verification and/or recommendation of the correct and appropriate hardware/software customer configuration of equipment toward resolution of customer faults.

Able to work closely with engineers, Vendors and Service Providers to adequately test and resolve hardware/software issues. 

Resolve customer configuration problems, identify product malfunctions, and simulate communication problems in lab environment for problem resolution

Document all troubleshooting and case management actions via the electronic case management system.  

Technical guidance, on the job coaching and support to the service desk & incident management dept. through training sessions if required.

Designing & providing technical input to the Company’s technical & procedures knowledge base following the ITIL standards.

about you

> Skills / Qualifications:

Cisco Routing & switching expertise essential, voice/IPT, IPSec, DSL, OSPF, EIGRP, BGP4, RIPV2, MPLS VPN, Dial Solutions, QoS.

Good time management, and organizational skills

Good interpersonal and communication skills

Proactive, self-motivated and determined attitude

Problem solving skills

Good negotiation skills

Customer Oriented Attitude

Ability to work on out of business hours, based on customer requests

Fluent in both spoken and written English

Team Spirit

> Educational background:

Bachelor degree in telecommunications field

CCNP certified is preferred

CCIE knowledge is big plus

> Professional Experience:

2+ years’ experience in a service provider network environment

additional information

We invest on You by providing the ability to learn new technologies & being trained on them , we encourage you to get latest needed certifications or training and set a progress plan for your knowledge development and we provide continues guidance and follow up to help you to engage more skills during the time being one of NSE team members.

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