Job Details
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Job Description
- Phone support to the French 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
- Respond to all escalations on a timely manner in line with the Incident Handling Policy.
- 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.
- Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner
- Perform technical escalations in line with Incident Handling policy
- 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
- Train the team members on the technical and relational aspects
- Support the diagnosis of breakdowns or simple abnormalities and accompany the complex or new events
- Qualitative and quantitative analysis of dysfunctions
- Creating the process documentation and maintaining them up to date
- 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
- Facilitate the internal trainings within the support team
- 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
Job Requirements
- 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:
- 2-5 Years work Experience in IT operation activities.
