Recrutement de 01 Technicien Reseau DHD
Niveau d'études: Bac + 2
Expérience: Non précisé
Expire le: 02-10-2022
orange
Antananarivo, Madagascar
Technicien Reseau DHD
Ref : 568104 | 04 Jul 2022
Date limite de candidature : 02 Oct 2022
Madagascar Antananarivo - Madagascar
Votre rôle
1.0 Job Purpose
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.
1.1 The Mission
Responsible for activation of service for Enterprise Customers network solutions with troubleshooting and resolving in case of issues. When resolution is not possible ensure the fault is passed to the most appropriate group able to resolve.
1.2 Main responsibilities and Required Skills
1.2.1 Call Desk activities
Handle calls in a professional manner
Ability to analyse the customer’s request and identify proper course of action
Incident ticket creation if and when required
Applying DHD process workflow on tickets received
Report to DHD expert team in case of issue
Follow-up with DHD expert team and French TSC on cases
1.2.2 Monitoring activities
Monitoring of DHD logger to ensure no tickets are left unattended
Handle checklisting activities
1.2.3 First level support
Support Field engineers and customers for service requests, regulary providing updates of status
Ensure configuration/migration on backbone and customer sites remotely for activation of customer services.
Verification of router,switches and network nodes configurations and correct where required as per perimeter and engineering rules.
Ensure customer acceptance tests are performed successfully.
Ensure Supervision of equipment is activated/deactivated where required.
Update SI tools (Service Information) after each operation performed
Appropriately categorize, prioritize and escalate incidents and service requests which resolution is not found
Ensure resolution is performed within the defined SLA levels
Escalation follow-up with DHD Expert team
1.2.4 Reporting and Communication
Ensure DHD logger tickets are filled correctly
Communication on Incident progress and resolution
Communication of amendmends required to Knowledge base (Wiki)
Assist training dispensed from DHD Expert team
Votre profil
Bilingual – English & French written and spoken
IT Proficient: Cisco CCNA or Juniper JNCIA
Knowledge:
Information Technology
Networking knowledge
Proper call handling process
Customer relationship management
Data network equipment and architectures (DSL, Fibre, MAN Ethernet, Frame Relay.)
Knowledge of Lan technologies and Routing Protocols is a must (Ethernet, IP, QOS, VoIP/ToIP, Wifi, RIP, EIGRP,OSPF,.)
At least 1 year of experience in related field
Abitilities:
Sharp Troubleshooting skills
Exemplary time management, organizational and communication skills.
Excellent customer service skills are required.
Proactive, self motivated and determined attitude.
Professionalism :
Ability to work under pressure on 24/7 basis and to multi-task.
Tenacity and willingness to learn.
Ability to build good relationships with local and overseas teams.
Good interpersonal, team bonding and leadership skills.
Good IT/communications background and problem solving skills.
Flexibility relative to working hours
Education, qualifications, and certifications
Minimum : Degree/Bac+2/+3 in Networking or Communication or Information Technology or any related Engineering field
Proficient in Cisco or/and Juniper
Certification on Cisco CCNA or Juniper JNCIA other technologies
Experience :
Experience in a cisco environment, helpdesk or other IT Infrastructure related
Fresh Graduate can be considered
Job skills and certifications
Troubleshooting skills on various platforms
Excellent language skills (English and French), spoken and written
Le plus de l'offre
Key accountabilities
Key result / decision areas (outcomes)
Call desk
Handle Field engineers and customer calls
Handle DHD logger tickets
Escalate ticket whenever required
Monitoring
Monitoring and ticket handling using DHD Logger
Daily checklisting tasks
First level support
Support Field engineers and customers for service requests, regulary providing updates of status
Ensure configuration/migration on backbone and customer sites remotely for activation of customer services.
Verification of router,switches and network nodes configurations and correct where required as per perimeter and engineering rules.
Ensure customer acceptance tests are performed successfully.
Ensure resolution is performed within the defined SLA levels
Reporting and communication
Ensure DHD Logger is correctly filled
Liaise with external teams on crisis situations and provides updates
Entité
Customer Services & Operations
Contrat
CDI
Partager cette offre d'emploi avec ses connaissances sur
