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  • 6 days ago

jobs description


Incident Management
• To manage customer issues and or requests relating to the security technologies according to Service Level Agreement and standard incident management processes. These technologies may include but are not exhaustive to, Fortigate, Checkpoint, Juniper, ZScaler and BigIP.
• These issues could be raised by i) Customers themselves (Reactive Support), ii) Monitoring activities (Pro-active Support) iii) Level 1 service desk support team.
• Additional requirement will also include the administration and to monitoring of Messaging services and platforms. Achieving and exceeding customer satisfaction remains the utmost goal
• Initiate Root Cause Analysis when total outages are resolved or upon management requests
• Regular reviews with Level 1 security support, Level 2 support (FR / MRU) and engineering teams for post-review incidents

Change Management
• To handle change requests on customers' Security infrastructures & technologies with respect to the defined... Service Level Agreement.
• Change may be initiated following customer or internal requests
• Perform Risk Level Assessment together with related stakeholders on targeted change
• Participate in regular governances with the Change Advisory Board (CAB) to validate or not requests

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 IT Customer Service Managers
• Regular follow up with Level 3 teams

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 tickets backlog on a daily basis and follow-through on incidents

• 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

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

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
• 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
• Circulate/spread knowledge regarding new releases of supported products
• Publish new customer specific guidelines

Your Profile:

• Excellent Knowledge on Extranet/Internet protocols (TCP-IP, SMTP/POP, DNS, Proxy etc.)
• Good knowledge on Network systems
• Good working experience in Operating Systems – Windows and Linux
• Good knowledge on Firewall technologies (Checkpoint, Juniper etc), Proxies, Antivirus, Load balancers, switch and routers (CISCO)
• Conversant with MS Office Software Suite: Word, Excel, Outlook etc.

• Knowledge Management Systems
• Process and Standards
• Support/service Organization
• Customer Relationship Management

• Good communication skills (Fluent in English & French, written and spoken)
• 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

• Degree in IT or Telecommunications field from a recognized university
• CCNA or CCNP certified
• ITIL V3 Foundation (optional)
• Microsoft Certifications (optional)
• Any certification within the related fields will be a definite advatange - Fortinet / CheckPoint / Juniper / Zscaler

• 3 years as IT customer support or IT Administrator or 2 years in a similar role
Moka Mauritius


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