Network Security Engineer

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RESPONSIBILITIES

Case management follow up and resolution

• Acknowledge incidents within agreed SLA

• Provide expert level technical support to ensure service delivery or service restoration

• Transfer/Relay cases to other support entities for either remote or on-site intervention

• Ensure that service level agreements are met for all requests delivery and incident resolution

• Proactive monitoring for systems and solutions in order to ensure service availability for customers. Detect event that may cause service interruption and take remedial actions

• Contribute in the handling and resolution of customer escalation

Understanding of standards and processes

• Maintain and uphold Orange Business Services values

• Act as customer, process and tools champions

• Organize workshops for knowledge sharing and for the training of team members and Level 1 technicians

Customer and Relationship management

• Provide appropriate solution, information or incident resolution actions to the customer or to Level 1 technician

• To work closely with the IT CSM  teams

• Regular follow up with Level 3 teams

QUALIFICATIONS AND EXPERIENCE

• Degree in computer science / Engineering or Alternative Qualifications Diploma in IT field
• Professional Certifications-CCNA desirable
• 3 years experience as system administrator in the configuration and implementation of network equipment is a requirement

SKILLS

Technical skills

• Good knowledge on Security General Products Firewalls, Proxies, Antivirus, IDP, Load Balancing, WebFiltering and other security basics
• Good knowledge of networking (TCP/IP) ( protocols , routing, packet filtering, proxy 
• Security general and products (firewall, anti-virus, SSL, UTM, Proxy (reverse/.forward)

Soft Skills

• capable of dealing and interacting with customers mainly on the phone
• Excellent communications skills
• Demonstrate good team relationships
• Self motivated and trustworthy
• Fluent In French (written and spoken) and English
• Ability to cope with urgent customer requirements and react under pressure
• Good analytical skills towards complex issues