Network Support Expert

Job description

about the role

Responsibilities:

As a Network Support Expert You’ll mainly :

Perform 3rd level troubleshooting for IP Network related technologies/services for problems escalated by customer’s Service Desk/Incident Management in order to Fix the problems and find root cause for it , to maintain customer’s Network operations.

Technologies supported includes :

Business VPN (BVPN) networks connectivity including most of well- known routing protocols(BGP, OSPF, IGRP, EIGRP,  RIP, MPLS , etc )  as well LAN switches, Wireless LAN devices , Network Boost services (IPANMEA & Riverbed) , all IPSEC related services & technologies(for example: Zscaler Web Protection Suite, DM VPN & other services) ,  Technology Vendors are : Cisco, Juniper, Infovista ,,

Also NSE Team is supporting all SDN related services like SD WAN & SD Access (SD LAN) 

During Daily job duties You’ll be also ;

Timely and High-Quality handling of all subcases dispatched to IOC-Global Queue

Contacting vendors (Cisco, Infovista,, others) and following up until problem resolution..
Use all forms of training provided by Equant to keep up-to-date with existing and new services and   technologies

Participate in improvement of the OBS knowledge base.

Provide support to all Major Service Center (MSC) staff in relation to questions concerning Technical  assistance , status of escalated tickets or existing processes for IP Network related issues.

Respond to Customer’s Technical enquiries.

Handling First Level of escalations for all tickets received

Act as team supervisor in case of supervisor not available.

Other (if applicable):

• Shift work/on-call may be required.

Job Contacts:
Within Orange Business Services:
• All Help Desk teams within Orange Business Services MSCs.
• Customer Service Managers.
• VPN Owners.
• Engineering
• Project managers

Outside Orange Business Services:
• Orange Business Services customers
• External Vendors ( Cisco / infovista )

 

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