votre rôle

Incident Management

The primary task of this position is to support and respond to network incidents as a L2 engineer on several networking technologies like Cisco Routing & Switching, Aruba Switching and Wifi, Cisco Wireless, IPAM and DHCP Management, Voice solutions with Webex (Control Hub) and Ring Central, Cisco SD-WAN and Velocloud SD-WAN.

Troubleshoot network related issues with users and service desks teams.
These issues could be raised by
Customers themselves (Reactive Support),
Monitoring activities (Pro-active Support)
Level 1 service desk support team.
Acknowledge incidents within agreed SLA.
Proactive monitoring for systems and solutions to ensure service availability for customers.
Troubleshoot issues related to automatic backup of configuration of equipment.
Initiate Root Cause Analysis when total outages are resolved or upon management requests.
Lead troubleshooting calls with end-users, other support teams and vendors.
Demonstrate advanced troubleshooting skills during incident investigation.
Regular reviews with Level 1 network support, Level 2 network (FR / MRU) and engineering teams for post-review incidents.
Achieving and exceeding customer satisfaction remains the utmost goal.

Change Management

Secondary task is to execute scheduled and emergency changes and requests related to network technologies, according to Service Level Agreement and change management process standards.
These changes could be raised and managed by our internal project managers, while requests could be managed and raised directly from our customer/end user.

Customer and Relationship management

Provide appropriate solution, information, or incident resolution actions to the customer or to Level 1 engineer.
To work closely with FR team.
Regular follow up with TAM and Level 3 teams.
Contribute to the handling and resolution of customer escalations.
Compilation of customer monthly report.
Ensure changes does not compromise overall customer infrastructure.

votre profil

Minimum degree in IT or Telecommunications
CCNA is mandatory, other Associate level certifications is considered a plus.
CCNP (Optional but desirable)

Knowledge and abilities
•    Bilingual – English & Spanish written and spoken
•    IT Proficient:
•    Good experience on Network environments (Wireless, Routing & Switching, SMTP, DHCP etc)
•    Good experience working on Service Operations teams in Network scopes.
•    Excellent Knowledge on CCNA.
•    Offer crucial support in troubleshooting problems related to routers, switches, DHCP, IPAM management etc.
•    Hands-on experience on network OS upgrade (Cisco, Aruba/HP and others)
•    Strong verbal and written communication skills.
•    Conversant with MS Office Software Suite: Word, Excel, Outlook etc.

Knowledge

•    A very good knowledge of the following technologies: Cisco Routing & Switching, HP/Aruba Wireless and Switches, Cisco WLC and APs, SMTP solutions, SD-WAN VeloCloud, and SD-WAN Cisco Viptela, IPAM management, DHCP management etc.
•    Process and Standards based on ITIL.
•    Customer Relationship Management.
•    Good concept of Incident and Change management.

Abilities
•    Excellent customer facing skills are required.
•    Excellent troubleshooting and analytical skills.
•    Good time management, and organizational skills.
•    Teamwork uses a team approach to solve problem when appropriate.
•    Ability to build relationships with peers and management levels and customers.
•    Flexibility in terms of working hours.
•    Results driven/orientated, and problem-solving skills.
•    Willingness to learn and expand knowledge.
•    Expert troubleshooting and incident resolution
•    Good Coaching and training Skills

le plus de l'offre

OB Petrópolis:

The benefits of being Orange

Orange Business was certified as one of the best companies to work by the Great Place to Work Institute from 2012 to 2015. Since 2016, Orange has been awarded as the Top Employer Brazil. The comprehensive independent research revealed that the Company provides excellent employee conditions, nurtures and develops talent throughout all levels of the organization, and has demonstrated its leadership status in the HR environment, always striving to optimize its employment practices and to develop its employees. And since 2015, Brazil has been recognized by the Gender Equality & Diversity for European and International Standard Certification.

Because Orange Business hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

Medical plan
Dental plan
Life insurance
Meal allowance
Transportation allowance
Bonus plan
Gympass
Day care
Private pension fund
Birthday gift (day off)
Give a day, get a day (day off)
Maternity Leave (6 months + 1.5 year of teleworking)
Paternity Leave (15 days + 5 months and 15 days of teleworking)
Orange Employee Solutions (psychological and legal assistance)
Shiatsu
Labor gymnastic
Teleworking Reimbursement
Flexibility
Friendly and caring environment
Global work environment.

entité

Global Delivery & Operations

Orange Business 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

L2 Network Engineer - AL