Centre Expertise Support a Distance Junior

Job description

about the role

·  Phone support to the users on their availability range.
·  Provide timely and professional technical support for all IT incidents received by phone or through the web self-service tool
·  Provide updates to the customers per the Incident Handling guidelines:  Updates include managing updates notifications, Email and Telephone communication.
·  Diagnose incidents utilizing administration tools or remote control utilities to troubleshoot PC, operating system or system incidents.
·  incident management system in a timely manner (Plazza  FSU/PSU  and IT HELPDESK WIKI  + Sharepoint)
·  Ensure incidents are routed to the proper next level/organization as part of the incident management process
·  Liaise with other relevant departments e.g. Office IT, Infrastructure, Security, Data Center, etc. to ensure all incidents are managed properly
·  Maintain a good degree of technical knowledge of all Orange Business Services IT services and applications.
·  Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support.
·  To resolve by himself/herself most of the incidents relevant to the scope of expertise.
·  Undertake any other reasonable task as assigned
·  Support the diagnosis of breakdowns or simple abnormalities and accompany the complex or new events
·  Adaptation of diagnostic methods
·  Monitor technically the management of the commitments (SLA)
·  Provide and support the resolution techniques
·  Supervise the incident management tools
·  Analysis and recommendations of technical solutions for the incidents resolutions and changes implementation
·  Analysis, recommendations and validations of technical solutions
·  Design and implement technical solutions, standards and procedures
·  Optimizing the infrastructure performance with the areas of expertise
·  Perform a technical watch in his area of intervention
·  Work in collaboration with the technical engineers and other experts to find and provide solutions to the incidents
·  Analyze a problematic situation in a complex environment when dealing with complex changes and when monitoring standard changes
·  Development and deployment of resolution methodology in consultation with areas of expertise
·  Recommendations development, proposing solutions and scenarios for continuous improvement
·  Analyzing and understanding the source of a malfunction, incident or accident (physical product specifications, process, etc.)
·  Suggest a solution to resolve the problem if not known or documented
·  Solicit areas of expertise when identifying problems with monitoring their qualification and resolution
·  Promote new technologies and methods: follow the changes
·  Contribute and guarantee of respecting the SLAs and KPIs worn by the responsible of activities

about you

·  Excellent command of French language is a MUST
·  Very good command of English language
·  Customer Service orientated, customer focused with good customer service skills. (Read & Write)
·  Ability to multitask
·  Good PC troubleshooting background (windows 7/10)
·  Good troubleshooting logic to isolate the fault.
·  At least one formal technical qualification related to Office IT, infrastructure, OS.
·  Team work, Simplicity, Agility, Flexibility, Adaptability, result driven and Autonomous.
·  Good communication skills and multi culture understanding
·  Prioritization and time management.

Professional Experience

1-2 Years work Experience in IT operation activities

additional information

department

Customer Marketing& Innovation

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