Iot Service Desk Technician

IOT Service Desk Technician

Bedrijfsomschrijving

Join us at Orange Business!
We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

As an IoT Service Desk Technician, you will be at the forefront of managing customer issues and service requests, delivering solutions that enhance customer satisfaction across multiple IoT applications while collaborating closely with various internal teams and maintaining service excellence.
• Manage customer issues and service requests relating to IoT technologies according to established Service Level Agreements and incident management processes.
• Provide technical assistance and support to customers and internal teams, resolving issues related to IoT services.
• Collaborate with the Customer Service Manager (CSM) teams to ensure seamless operations and communication.
• Monitor and manage incidents, ensuring timely resolution and adherence to agreed service levels.
• Engage with IoT Partners and maintain relationships to enhance service delivery and quality.
• Provide solutions and incident resolution actions to both customers and fellow technicians as necessary.
• Regularly follow up with internal teams to ensure resolution of customer issues and maintain service quality.
• Monitor the backlog of incidents and ensure adherence to SLAs.
• Facilitate knowledge-sharing workshops within the team to enhance service capabilities and technical proficiency.
 

You are a proactive and tech-savvy individual with a degree in IT or Telecommunications and a passion for IoT technologies. With a strong foundation in troubleshooting and customer service, you bring excellent communication skills and a collaborative spirit. Your eagerness to learn and adapt to new technologies will enable you to deliver exceptional support in a dynamic environment.

Your professional skills:
• Possess a strong understanding of IoT protocols and communication standards, including MQTT, LoRaWAN, and LTE-M.
• Have a firm grasp of network fundamentals, including VPNs, firewalls, and troubleshooting connectivity issues.
• Demonstrate experience in IoT device management, including provisioning, firmware updates, and remote diagnostics.
• Exhibit knowledge of leading IoT cloud platforms like AWS IoT and Azure IoT.
• Understand IoT security practices, including device authentication and data encryption.

Your soft skills:
• Demonstrate exceptional communication skills to effectively engage with both technical and non-technical stakeholders.
• Exhibit strong problem-solving and analytical capabilities, ensuring rapid issue resolution.
• Show patience and empathy when handling customer inquiries, fostering a supportive customer experience.
• Use a team-oriented approach to problem-solving, collaborating effectively with peers and other departments.
• Display adaptability and a willingness to learn, keeping abreast of evolving industry trends and technologies.

At Orange, we value the spirit of innovation and teamwork, fostering a culture that celebrates diverse perspectives and encourages growth. As an IoT Service Desk Technician, you will play a crucial role in guiding customers through complex technological landscapes, driving efficiencies, and inspiring your team through knowledge sharing. Here, you will not only contribute to solving challenges but also thrive in an environment that champions ambition, curiosity, and collaboration.

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development: training programs and upskilling/re-skilling opportunities.
• Career Growth: Internal growth and mobility opportunities within Orange.
• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs: Employee Referral Program, Change Maker Awards.

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.