IT Service Desk Engineer

Orange Business is here!

About us
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.

About the role

Responsibilities

• Telephone support and/or shift hours mandatory
• Provide timely and professional technical support for all IT incidents received by phone or through the web self-service tool.
• Respond to all escalations in a timely manner in line with the Incident Handling Policy.
• Provide updates to the customers per the Incident Handling guidelines. Updates include managing update notifications, email and telephone communication.
• Diagnose incidents utilizing administration tools or remote-control utilities to troubleshoot PC, operating system, or system incidents.
• Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
• Perform technical escalations in line with Incident Handling policy.
• Ensure incidents are routed to the proper next level/organization as part of the incident management process.
• Liaise with other relevant departments, e.g. Office IT, Infrastructure, Security, Data Center, etc., to ensure all incidents are managed properly.
• Maintain a good degree of technical knowledge of all Orange Business Services IT services and applications.
• Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support.
• Resolve by yourself most of the incidents relevant to the scope of expertise.
• Undertake any other reasonable task as assigned.

About you

• French speaker.
• Customer service oriented, customer focused with good customer service skills.
• Ability to multitask.
• Good PC troubleshooting background.
• Good troubleshooting logic to isolate the fault.
• At least one formal technical qualification related to Office IT, infrastructure, OS, database.
• Fluent in spoken and written English; French is a plus.
• Teamwork, simplicity, agility, flexibility, adaptability, result driven and autonomous.
• Good communication skills and multicultural understanding.
• Prioritization and time management.
• You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills.

What we offer

• Global opportunities: Work in multinational 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.

Only your skills matter
Regardless of your age, gender identity, race, ethnic origin, religion or belief, sexual orientation, marital status, neuroatypia, 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: do not hesitate to tell us about your specific needs.

At Orange, only your skills matter. Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation.

Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.