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:

Provide 24x7 Level 2 support for Unified Communications solutions (Microsoft, BTG, Avaya) to international customers. Manage end-to-end incident resolution, perform standard and complex changes for IP Telephony, and ensure seamless service delivery.

Responsibilities:

• Deliver exceptional customer experience through prompt and effective support.
• Own and manage incidents and change requests according to shift schedules.
• Ensure timely resolution of voice services issues across multivendor platforms and Orange core voice network.
• Maintain service restoration and business continuity.
• Collaborate with higher technical support, vendors, and internal teams to resolve incidents.
• Escalate issues as needed, providing detailed fault analysis.
• Log, track, and update all incident actions, maintaining clear communication with customers.
• Keep management informed of major incidents and high-impact issues.
• Follow escalation procedures and activate chronic issue protocols when necessary.
• Continuously update technical knowledge on relevant technologies.
• Support assigned tasks and projects efficiently, contributing to team goals.

Qualifications:

• Bachelor’s degree in Telecommunications, Computer Engineering, or related field.
• Certifications: Microsoft Teams, AudioCodes, Avaya ACA, CCNP Voice (preferred).
• Experience with SIP tracing, analysis, and VoIP protocols (H.323, SIP, SS7, ISDN, SBC).
• Knowledge of Microsoft Teams, Azure, and Avaya products.
• 2+ years of operational experience in voice and network support.

Skills:

• Strong interpersonal and communication skills.
• Customer-focused with a proactive approach.
• Target-driven and business-oriented.
• Fast learner with excellent problem-solving skills.
• Effective time management and ability to work under pressure.
• Flexible team player with a logical and analytical mindset.

Languages:

• Fluent in English (spoken and written).

• Global opportunities: Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world
• Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working) 
• Professional development: training programs and upskilling/re-skilling opportunities
• Career growth: Internal growth and mobility opportunities within Orange 
• Caring and daring culture: health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events 
• Reward programs: Employee Referral Program, Change Maker Awards

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.