.

 Responsibilities

- Be the single point of contact and manage customer requests [ Calls & Emails ] and provide them with end user support , incident management , and change management.

- Provide timely updates to customers and reason for outages.

- Assist in daily task allocation.

- Assist in proactive monitoring for endpoints and inform customers of any issues on Video infrastructure and video endpoints.

- Perform assisted launch and fully attended meetings for customers and ensure VIP meetings are held smoothly.

- Value the image of the Orange group at all times and contribute actively to enhance Orange image.

- Case follow up with the different level 2 teams so as to ensure timely incident resolution.

- Coordinate replacement of Video parts and Field engineer dispatch so as to ensure timely restoration of services.

Requirements:

Diploma in IT related field

Excellent communications skills

Fluent in English and French (verbal and written)

Good IP Knowledge (CCNA or CCNP equivalent)

6-12 months experience in a technical support role preferred

Ability to work on 24/7 Shift System