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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
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