Senior L3 Security Support Engineer
Orange · Cairo, EG ·
- Seniority
- Senior
- Category
- Support
- Experience
- 5+ years
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
The responsibilities will include but not limited to:
- Provide L3 support for issues reported from L2 for multiple technologies, and act as a technical escalation point.
- Work directly with the vendors when needed to achieve fault resolution within SLA definitions.
- To coordinate with the engineering team on the validation of new releases.
- Act as a point of reference for both Technical and Processes inquiries from other team members or external customers.
- Act as a coach/mentor for both his team and other teams like Service Operations Teams and Change & Release management teams, prepare training material, arrange for training premises and aids and provide training sessions.
- Provide next level technical support for Level 2 Engineers.
- Resolve service problems by performing root cause analysis and designing action plans for unknown errors reported through: Problem Management Dashboard.
- Perform SIPs actions managed by senior engineers and update the action plan of the SIP.
- Perform technical & management escalation as implied by the escalation process to ensure security tasks are progressing toward resolution and/or completion.
- To have view on team vision in order to apply it on day2day activity scope.
- Communicate to managers areas of improvements and process gaps.
- Keep managers updated regarding escalated/critical issues.
- Lead on-boarding plan for new comers (follow up on their knowledge growth, access creation, weakness points ,,,etc ).
- Contribute in customers handover specially for customer with special process/solutions.
- Perform any additional tasks that will be assigned by the team manager.
About you
Must have
- At least 7 years of professional experience.
- At least 5 years of IT/Network security support technical experience.
- Very good understanding of network security technologies
- Excellent understanding of IT & networking fundamentals
- Excellent phone business communication & facilitation skills
- Good understanding of the mobility and managed authentication services
- Good understanding of ITIL incident & change management processes.
- B.Sc degree in computer, communication or electronics engineering.
- Fluency in English both Written and spoken
- Very good communications Skills
Nice to have
- Certification in CCNP Security, PCNSE, CISSP
- Soft skill / business courses (Time management, facilitation skills, interpersonal skills, etc ...)
- Fluency in French both written and Spoken
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 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.