Customer Tech Sprt Expert ITSO
ref : 553144 | 03 avr. 2019
date limite de candidature : 02 juil. 2019
Moka Road, Rose Hill, Mauritius - Ile Maurice
key result / decision areas (outcomes)
Handle client calls
Open, update and close incident tickets
Usage of service now application
Monitoring and ticket creation using BMC tool for specific client
Daily checklisting tasks
First level support
Function as first point of contact for incidents and service requests from end users Appropriately categorize, prioritize and escalate incidents and service requests which they cannot resolve
Performs request fulfillment processes on simple/standard change requests
Performs 1st level investigations on avamar and netapp backup solutions
Reporting and communication
Production and sending of contractual reports within agreed time frame
Liaise with external teams on crisis situations an provides updates
knowledge and abilities
Bilingual – English & French written and spoken
IT Proficient: Linux, Windows, VMware
Process and Standards and ITIL
Proper call handling process
Customer relationship management
Service now platform
Avamar and netapp backup solutions
Exemplary time management, organizational and communication skills.
Excellent customer service skills are required.
Proactive, self motivated and determined attitude.
Ability to work under pressure and to multi-task.
Tenacity and willingness to learn.
Ability to build good relationships with local and overseas teams.
Good interpersonal, team bonding and leadership skills.
Good IT/communications background and problem solving skills.
Flexibility relative to working hours
le plus de l'offre
education, qualifications, and certifications
Minimum : Degree in Information Technology
Proficient in Linux, Windows, avamar, netapp and virtualisation
Certification on Linux, VMware or other technologies
Orange Cloud for Business
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.
Orange Business Services
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