Orange Business is a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

Job 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

Educational background:

• B.Sc. Engineering, Telecommunications or Computer Science

Professional Experience:

0-2 years of experience in the IT field.

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.