Job Title:Expert Service Engineer
ref : 529904
posted : 15 Jun 2012
apply before : 15 Jul 2012
Orange Business Services
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.
Customer Services & Operations
about the role
Provide local expert level support to all maintenance and installations for customer and network equipments which include LAN & WAN environment, desktop & peripherals.
Ensure smooth field support locally within a country /cluster by taking overall ownership of following -
acknowledgement and management of trouble tickets in the Equant Trouble Management Systems,
engineering investigation (testing circuits, testing and replacing equipment)
managing logistics for parts replacement and repair
Assist in managing customer escalations by offering expert level support on field.
Available for participating on-call shifts outside business hours on rotating basis
Provide local support to set up the hardware & download equipment configurations
Close coordination with internal functions, partners, supplier and 3rd party contractors for all Network and Customer Maintenance & Installations related activities. (Service desks, SCCs, Telco, ASPs etc.)
Ensure that all administrative duties are completed in timely and accurate manner, including equipment returns, updating Service Coordination and closure of the calls/ cases, in close co-operation with other operating entities
Follow & comply ‘FE Handbook’ & process guidelines
Network Infrastructure Implementation:
place and manage orders with telecom providers
receive, stage and install telecom and data equipment
Guide and coach younger / less experienced colleagues in their day to day activities, especially where specific technical skills are required etc.
Provide support on install/upgrade/de-install/repair activities on Orange network sites for network equipments & links
Co-ordinate and manage all the actions related to the power & network infrastructure related changes (maintenance, install/upgrade etc.) as per the schedule.
Repair and replace any damaged network equipment/link as per the standard work instructions
Support customer service & service delivery teams in engaging with local carriers & vendors for ordering/installation/maintenance of the network links with follow up to meet the desired targets of delivery & repair time.
Close co-ordination with all the concerned functions within & outside of the organisation such as service desks, SCC, Telco, ASPs etc.
Ensure compliance with all the policies & procedures of FOIS, contribution to meet functional objectives
Ensure customer satisfaction by meeting the SLA terms through short response/repair time
Participate & execute all the internal projects as per the requirement & criteria.
Data Center Spares management per standard procedure to ensure spare availability
Remain up-to-date on latest technologies in the global market, technological solutions offered by the organization & upgrade the skills to meet the business requirement
provide expert level support in complex IT issues
Take a lead in performing IT aspects of installations, office moves, and infrastructure.
Follow IT support procedures and policies
Take lead or provide support for creating action plan, deployment, and resource coordination for IT related Projects
Maintain Microsoft/Windows server infrastructure
Provide expert support for local projects and systems as requested
Provide expert support on all corporate voice user related changes on a day to day business under cost effective view.
Support or possibly jointly lead the corporate voice projects.
Support of all corporate users for all corporate voice issue
Provide expert level support for corporate PABX’s
Assist and manage external vendors in their local or regional projects.
Support the administration of Mobil phones.
Work as a team with other staff to achieve local and global objectives
knowledge and abilities
Ability to work independently in a global environment and provide world class technical support in complex technical tasks, coach junior FEs in the team & guide them in technical matters.
Ability to work in (virtual) team environment with internal and external organisations and with customer
Ability to handle escalations & perform technical troubleshooting in complex issues that require in-depth technical knowledge.
Ability to handle technical as well as various administrative & co-ordination activities as required & applicable for the location (city/country).
Ability to deal with the third party vendors & carriers for technical matters such as maintenance of equipments, circuit delivery & maintenance.
education, qualifications, and certifications
Graduate or a Diploma holder from Technical High School with specilization in IT/Telecom domain or Engineering/ technical degree in telecommunications and/or IT/ICT or equivalent qualifications or proven long experience in similar position. (based on local market practise)
Formal accreditation in one/ some product areas (like network communication technologies, desktop, peripherals, IT platforms) is a benefit
Minimum 7-10 years Practical work experience in customer facing organisations within telecom or IT/ICT industry high tech/ high level services.
Advanced level of practiced technical knowledge.
good virtual team work environment practise
Good awareness of latest technologies in the market & knowledge of latest technologies supported by the Organisation under the product portfolio.
job skills and certifications
Certifications: CCNP certification is a must. (other certifications such as Microsoft, Avaya as required)
Equipment: Cisco routers & switches, Nortel switches Modems and multiplexers.
Telecom Technologies and Protocols: Good understanding of LAN & WAN technologies as per the market trend
Communication Skills: Advanced communication, organizational and interpersonal skills are required, ability to work in a matrix and multicultural environment.
Language: English required, fluency in local languages
PC skills: Full PC Literacy expected (MS Outlook, MS Excel, MS Word, MS Explorer, Visio)
How to Apply;
Monday, 18 June 2012
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