Recrutement de 01 Technicien Reseau DHD

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