L2 Technician - IoT Ops Center

Job description

about the role

mission / role purpose

Overall description : 

To manage customer issues and or requests relating to the IoT technologies according to Service Level Agreement and standard incident management processes.

These issues could be raised by

·  customers themselves (Reactive Support),
·  the monitoring activities (Pro-active Support)
·  Level 1 service desk support team.

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

key accountabilities

key result / decision areas (outcomes)

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 CSMteams
·  Regular follow up with Level 3 teams

 

·  Proactive approach leading to customer satisfaction remains the utmost objective

 

 

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 backlog on a daily basis and follow-through on incidents

·  90 % process compliance on incidents
·  Zero escalations
·  Respect SLAs’
·  Backlog below agreed target both by quantity and age

 

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

·  To ensure self-development either through online training tool or in class training
·  % no of trainings completed
·  No of certifications achieved

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

·  % compliance as per standards
·  Knowledge of Orange values

 

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

·  Consistent reporting towards the hierarchy
·  No of hours of training delivered
·  Accuracy and updating of training reports
·  Improve productivity level of staff
·  Improve autonomy rate
·  Improve % compliance of staff

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
·   
·  Publish new customer specific guidelines

·  No of workshops held
·  Zero delays in implementation

 

about you

knowledge and abilities

Bilingual – English & French written and spoken

Technnical:

·  Excellent Knowledge on Extranet/Internet protocols (TCP-IP)
·  Good knowledge on Network systems
·  Good knowledge on mobile networks 2G/3G/4G and relative Equipements
·  Good knowledge on eUICC, DCP, IoT/M2M architecture, service and API development
·  Programming skills in java, http, PHP, Database
·  Good working experience in Operating Systems – Windows and Linux
·  Good knowledge on Network system (Wan Connectivity, Secured connectivity)
·  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, qualifications, and certifications

Degree in IT or Telecommunications field from a recognized university

ITIL V3 Foundation (optional)

CCNA, CCNP (optional)

 

Experience

3 years as IT customer support

additional information

Dimensions

Operations

Customer satisfaction

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