L1 Network Security Technical Support Engineer

Orange

about the roleJob Purpose:

To provide support throughout the case excellence process to IT Services Customers, including processing of customers calls/inquiries, case opening, qualification and management, troubleshooting and resolution.
To be responsible for the management of both proactive and reactive cases ensuring a professional and consistent delivery of quality services to our customers.

Key Tasks and Responsibilities:

To provide a professional first point of contact for the customer
To accurately log all incidents/inquiries in a timely and effective manner
Diagnose fault-related cases both proactive and reactive by effectively utilising software diagnostics and other network/products utility program wherever possible
Provide continual updates to the customer and use internal escalation process when necessary in order to meet contractual and performance objectives
To coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLA definitions.
To resolve by himself/herself most of the incidents on all IT Services supported by the team
Document all troubleshooting and case management actions via the ticketing systems

about youadditional informationEducational background:

Professional Experience:

contractRegular