Service Desk Technician

at  Orange

VOTRE RÔLE

• Support Wan Optimization Controller (WOC) and Wide Area Networks (WAN) services for Customer NOC (Network Operations Center)
• Acting as a Single Point of Contact for WAN/WOC scope and provide direct customer support activities by phone, email and ticketing tool (ServiceNOW)
• Monitor infrastructure and react to alerts/events received and ensure WAN services are available and supportable 24/7/365
• Perform first-level basic troubleshooting for incidents on the routers and riverbed devices
• Work with the appropriate engineering and operations teams within the organization or external vendors/Service Providers as required to achieve resolution
• Troubleshoot identified complex issues (related to Layer2/3/4 protocols such as TCP/IP, UDP, GRE, MPLS, IPSEC, BGP, EIGRP, OSPF, HSRP, VRRP etc.) on WAN and WOC technologies such as: CISCO and Riverbed Steelheads
• Consult Cisco and Riverbed Guides as reference during troubleshooting or when planning for any changes to be implemented on the network
• Advise customer on the troubleshooting steps (reboot, cabling checks, tests on devices under their responsibility e.g. Core Switches in LAN) they should perform to help the team in resolution of the incident
• Create incident tickets for alarms generated by the monitoring tool and problems reported by customer through email/phone
• Manage incident backlog and escalate cases with Service Providers until resolution is achieved
• Create and lead crisis phone bridges with customers and Service Provider Engineers for High Priority Incidents
• Create and manage Change tickets for operations on the routers/riverbed requested by the customer
• Perform Change Feasibility pre-checks before forwarding any Change request to Service Providers/Riverbed team
• Join phone bridges related to Change operations and check if the Engineers from Service Provider or Riverbed Team did the correct configurations.
• Perform Post-checks on routers/riverbed steelheads after changes to ensure that everything is running smoothly on the devices
• Help to develop and maintain documentation for the NOC (Solutions to identified problems , CMDB, Network diagrams, List of Prefixes advertised on customer MPLS Cloud,…)

KNOWLEDGE:

• Information Technology
• 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
• Excellent understanding of customer architecture
• Keep up to date on new customer technologies

EDUCATION, QUALIFICATIONS, AND CERTIFICATIONS

• Degree in IT or Telecommunications field from a recognized university
• ITIL V3 Foundation (optional)
• CCNA (recommended)

Please refer the Job description for details