Technical Solutions Expert

about the role

Key Tasks and Responsibilities:

1.     Provide level 3 network support, to all network related incidents (SDWAN, WAN, LAN, WLAN, etc.) to global incident management teams.
2.     Responsible for all operational faults/crisis for all customers supported by OBS, acting as highest operational technical escalation level
3.     Responsible for fault isolation and providing proper resolution
4.     Act as service matter expert for all new technologies & be SPOC for their support related issue, knowledge road map during his shift.
5.     Provide professional technical support and troubleshooting for all issues escalated from the service desk & incident management teams.
6.     Provide proper resolution in complex customer issues; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs. 
7.     Provide status updates to the service desk & incident management teams to Inform customer on technical progression, if required. 
8.     Ensure service level agreement “SLA” is met during incidents handling.
9.     Act as the Global expert team in some required network services, i.e ISDN, Legacy products, etc.
10.     Responsible for the verification and/or recommendation of the correct and appropriate hardware/software customer configuration of equipment toward resolution of customer faults.
11.     Able to work closely with field engineers, Vendors and Service Providers to adequately test and resolve hardware/software issues.
12.     Resolve customer configuration problems, identify product malfunctions, and simulate communication problems in lab environment for problem resolution.
13.     Document all troubleshooting and case management actions via OBS ticketing system.   
14.     Technical guidance, job coaching and support to the service desk & incident management dept. through training sessions if required.
15.     Designing & providing technical input to the Company’s technical & procedures knowledge base following the ITIL standards.

Job Contacts:
 Within Orange Business Services:

1.     Service Desk & Incident managers.
2.     Backbone Support entities
3.     Change Management 
4.     Service Management 

     Outside Orange Business Services:

1.     Cisco Technical Support
2.     Infovista
3.     Customer Service Management 
4.     All service providers all over the world