about the role
Mission :-
- The L2 Engineer is the guarantor of the proper functioning of the operational perimeter security solutions of our customers, he is the privileged interlocutor of the end customer, on technical questions, in this context he contributes to the overall satisfaction of the account
- The L2 Engineer is responsible for processing tickets (incidents, change, problem, release, information), when they are transmitted to level 2. It manages level 3 in coordination with internal and external partners. He may be required to organize and manage crisis meetings, and provide the necessary reports and minutes.
- The L2 Engineer provides technical advice, organization to our customers, on security solutions, cyber defense, in this context it may be required to organize and lead operating committees, project monitoring meetings.
- The L2 Engineer accompanies the commercial team, during new proposals
- The L2 Engineer participates in the integration or evolution of solutions, either with the project teams or independently
- He ensures deadlines are respected and the quality of deliverables
- He ensures the quality of the service rendered and compliance with the contract:
- Ensure compliance with the commitments and procedures defined by the service contract, on its scope in coordination with the other actors of the account
- Guarantee the proper functioning of services and customer requests according to the conditions of the contracts
- Propose and organize additional services
- Coordinate and participate in periodic operating committees
- Write reports and organize improvement actions
- He should do a knowledge transfer following customer change in environment to the operational organizations, in particular on level 1:
- Organizes skills development on the level 1 customer environment
- Initiate the implementation of associated procedures
about you
- Take into account the context of the accounts, ensure control of the technical scope.
- Take into account and process customer requests through the tools in place, respect contractual commitments. Report and document the actions carried out.
- Ensure the prevention of malfunctions affecting the quality and continuity of service by using the tools made available.
- Identify problems, analyse their cause, propose and implement corrective action plans
- Manage technical communication with the customer, in particular manage escalations involving customers, internal and external partners,
- Contribute to the evolution of solutions for customers and for service offers
- Conduct a technology watch and share research and knowledge with internal collaborators
- Maintain technical documentation, customer operating procedures, products and services offered by OCD
- In coordination with account governance, prepares and presents technical dashboards during client committees
- May be required to train operating technicians in the customer context (technical, organizational)
- Reports on his activity, internal and external escalations to his manager. Is a force of proposal for the evolution of products and services.
Profile
- Computer engineer (or equivalent), with knowledge and certification in the field of security, you have at least 2 years' experience in a similar position in the IT field and mainly on large accounts in INFRASTRUCTURE, and in Cloud solution.
- Should have excellent technical knowledge of security domains (authentication, firewall, IPS/IDS, anti-virus, Siem).
- Should have very good skills on the main manufacturers and publishers in the field, such as Fortinet, Checkpoint, McAfee, Juniper, Cisco, Cloud Security...
- Should have advanced qualities in oral and written communication.
- Dynamic, with excellent interpersonal skills, be a passionate about IT in general and have a taste for customer service.
- Be proactive, show diplomacy and persuasion and be major player in a team of experts
additional information
- Global opportunities: Work in multi-national teams with the 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
department
Global Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business
contract
Regular
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