Your mission
As Technical Support Engineer, you answer, troubleshoot in depth and solve up to 2nd level incoming questions and problems coming from the business customers, high impact residential customers and internal Orange Belgium (OBE) departments, on subjects related to technical issues for fix and mobile voice and data products.
As Technical Support Engineer, you:
- Analyze, solve, dispatch and coordinate on all trouble tickets and mails, in collaboration with 3rd level teams (internal or external) on complex, transversal, multi-domain & multi-technology problems, which are triggered by business customers or high impact residential customers. Make sure that all issues are solved within the service-SLA's and with a minimum of impact for the end-users.
- Escalate to management or peer-to-peer to technical teams in case of service level breach, operational urgency, financial risk or high impact according to the current escalation processes.
- Detect incidents related to transversal products, services, applications with possible impact on customers and apply appropriate priority & notification process.
- Inform customers and other customer-facing entities continuously on the status of the problem according to the segmentation (internal and external customers) and in respect of the customer service level agreement.
- Provide support, based upon expertise and end-to-end domain knowledge towards other business departments in build and/or run phase in order to ensure proactive detection of potential issues or to address structural issues.
- Duty role
Your profile
- Knowledge in a technological domain or at least 5 years of experience in an IT- or Telecom environment in a large company.
- CCNA certification for fix related domains is an asset
- Very good analytical skills
- Able to handle the complexity of a multi-technology, multi-level technical issue
- Strong affinity with new technologies entering on the market.
- Able to take decisions based on expertise and knowledge
- Good communication, persuasive with commercial skills
- A real team player, who adapts easily to changing situations and remains stress resistant in every situation.
- Flexible as job may require shift work and/or standby missions
- You communicate fluently in Dutch, French and English
Discover our offer!
You will be part of a fun and dynamic working environment where your contributions will be valued and where you will have every opportunity for personal development.
Moreover, you can look forward to the following compensation and benefits package: a market competitive salary, bonus, meal vouchers, 32 holidays per year, pension provision, life assurance and accident cover, hospitalization insurance. We believe that simple things do make a difference.
Therefore, we also offer: home working, use of a mobile phone, free mobile subscription, company restaurant.
Top Skills
What We Do
Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business. In February 2023, the Group presented its strategic plan « Lead the future », built on a new business model and guided by responsibility and efficiency. « Lead the future » capitalizes on network excellence to reinforce Orange's leadership in service quality.
