votre rôle

Incident Management

To manage customer issues and or requests relating to the security technologies according to Service Level Agreement and

standard incident management processes. These technologies may include but are not exhaustive to, Fortigate, Checkpoint, Juniper, ZScaler and BigIP.

These issues could be raised by

i) Customers themselves (Reactive Support),

ii) Monitoring activities (Pro-active Support)

iii) Level 1 service desk support team.

Additional requirement will also include the administration and to monitoring of Messaging services and platforms. Achieving and exceeding customer satisfaction remains the utmost goal

> Initiate Root Cause Analysis when total outages are resolved or upon management requests

> Regular reviews with Level 1 security support, Level 2 support (FR / MRU) and engineering teams for post-review incidents

Change Management

> To 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 together with related stakeholders on targeted change

> Participate in regular governances with the Change Advisory Board (CAB) to validate or not requests

votre profil

Bilingual – English & French written and spoken

Technnical:

Excellent Knowledge on Extranet/Internet protocols (TCP-IP, SMTP/POP, DNS, Proxy etc.)

Good knowledge on Network systems

Good working experience in Operating Systems – Windows and Linux

Good knowledge on Firewall technologies (Checkpoint, Juniper etc), Proxies, Antivirus, Load balancers, switch and routers (CISCO)

Conversant with MS Office Software Suite: Word, Excel, Outlook etc.

Knowledge:

Knowledge Management Systems

Process and Standards

Support/service Organization

Customer Relationship Management

Abilities:

Good communication skills

Excellent customer facing skills

Excellent troubleshooting and analytical skills

Good time management, and organizational skills

Team work, uses a team approach to solve problem when appropriate

A determination to process tasks according to pre-defined processes is essential

Ability to build relationships with peers and management levels and customers

Proactive, self-motivated and determined attitude

Tenacity

Flexibility in terms of working hours.

Ability to work under pressure & multi-task

Using a team approach to solve problem when appropriate

Need a willingness to learn and expand knowledge

Good Coaching and Training Skills

Education

Degree in IT or Telecommunications field from a recognized university

CCNA or CCNP certified

ITIL V3 Foundation (optional)

Microsoft Certifications (optional)

Any certification within the related fields will be a definite advatange - Fortinet / CheckPoint / Juniper / Zscaler

Experience

3 years as IT customer support or IT Administrator or 2 years in a similar role

le plus de l'offre

Customer and Relationship management

> Provide appropriate solution, information or incident resolution actions to the customer or to Level 1 technician

> To work closely with the IT Customer Service Managers

> Regular follow up with Level 3 teams

Case management follow up and resolution

> 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 delivery and incident resolution

> Proactive monitoring for systems and solutions in order to ensure service availability for customers. Detect event that may cause service interruption and take remedial actions

> Contribute in the handling and resolution of customer escalations

> Monitor tickets backlog on a daily basis and follow-through on incidents

Self-Development

> Increase competency level via self-assessment, and active participation to trainings

> Achieve relevant certification on products or technologies in order 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 for the 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 anomaly

> Provide coaching, assistance, support and training to team members for case management or customer interface

> Participate in customer SIP

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/spread knowledge regarding new releases of supported products

> Publish new customer specific guidelines

contrat

CDI