Votre rôle

Overall description:
CASE MANAGEMENT FOLLOW UP AND RESOLUTION
The L2 Network Engineer:

• Manage ticketing tool to track, update and process customer cases daily.
• Acknowledge incidents within agreed SLA.
• Provide advanced 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.
• Contribute in the handling and resolution of customer escalations.

INCIDENT MANAGEMENT
The L2 Network Engineer:

• To manage customer issues and or requests relating to the customer infrastructure according to Service Level Agreement and standard incident management processes. These technologies may include but are not exhaustive to Aruba, Cisco and Juniper.

TECHNICAL SUPPORT

• Support Field engineers and customers for service requests, regularly 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.
• Migration and upgrade of equipment.
• Ensure customer acceptance tests are performed successfully.
• Ensure Supervision of equipment is activated/deactivated where required.
• Update CI tools (Configuration Items) 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.
• TECHNICAL SUPPORT
• To handle changes and requests on customer's network infrastructures & technologies with respect to the defined Service Level Agreement.
• Change may be initiated following customer or internal requests.
• Participate in daily team meetings to discuss and address concerns related to backlog.

Votre profil

IT Proficient:

• Good experience on Network, Security, Firewall environment.
• Perform Configuration changes / Technical support on new technologies SDWAN/SDLAN and on traditional network (CE / PE routers / Managed LAN devices like switches, WLC’s, AP’s)
• Excellent Knowledge on networking concepts like routing protocols (BGP, OSPF, MPLS) and switching services such as (but not limited to) STP, VLAN and LACP/HSRP
• Ensure changes does not compromise overall customer LAN & WAN integrity.
• Excellent Knowledge on Extranet/Internet protocols (TCP-IP, SMTP/POP, DNS, Proxy etc.)
• Offer crucial support in troubleshooting problems related to STP, Wireless, Voice and WAN networks.
• Working knowledge of the operation and maintenance of enterprise-wide networks.
• Mentor junior NOC team members, offering training and performance feedback.
• Strong verbal and written communication skills

Conversant with MS Office Software Suite: Word, Excel, Outlook etc.
Knowledge:

• A very good knowledge of the following technologies: Cisco, Cisco Viptela, Aruba, VMWare Velo Cloud, Wifi-Controller, IOT Virtual Controller, DHCP, IPAM, Telephony (Ring Central/Audio Code), AWS.
• Process and Standards
• Support/service Organization
• Customer Relationship Management
• Good concept of Incident and Change management

Abilities:

• Excellent customer facing skills are required.
• Excellent troubleshooting and analytical skills.
• Good time management, and organizational skills.
• Teamwork uses a team approach to solve problem when appropriate.
• Ability to build relationships with peers and management levels and customers.
• Flexibility in terms of working hours.
• Results driven/orientated, and problem-solving skills.
• Willingness to learn and expand knowledge.
• Expert troubleshooting and incident resolution
• Good Coaching and training Skills

Education
Minimum degree in IT or Telecommunications
ITIL V3 or V4 Foundation optional but desirable
CCNA, CCNP
Security Certification optional but desirable
Experience
2-3 years or more as IT Customer Support Engineer or IT Administrator or Security/Network Engineer or 2-3 years or more in a similar role

Le plus de l'offre

OBS Petrópolis:
The benefits of being Orange
Orange Business was certified as one of the best companies to work by the Great Place to Work Institute from 2012 to 2015. Since 2016, Orange has been awarded as the Top Employer Brazil. The comprehensive independent research revealed that the Company provides excellent employee conditions, nurtures and develops talent throughout all levels of the organization, and has demonstrated its leadership status in the HR environment, always striving to optimize its employment practices and to develop its employees. And since 2015, Brazil has been recognized by the Gender Equality & Diversity for European and International Standard Certification.
Because Orange Business hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• Medical plan
• Dental plan
• Life insurance
• Meal allowance
• Transportation allowance
• Bonus plan
• Gympass
• Day care
• Private pension fund
• Birthday gift (day off)
• Give a day, get a day (day off)
• Maternity Leave (6 months + 1.5 year of teleworking)
• Paternity Leave (15 days + 5 months and 15 days of teleworking)
• Orange Employee Solutions (psychological and legal assistance)
• Shiatsu
• Labor gymnastic
• Teleworking Reimbursement
• Flexibility
• Friendly and caring environment
• Global work environment.

Entité

Global Delivery & Operations

Contrat