about the role
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
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.
Customer Marketing& Innovation
Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.
Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.