Network Support Expert

**Key Tasks and Responsibilities**:

- Provide level 3 network support, to all network related incidents (SDWAN, WAN, LAN, WLAN, etc.) to global incident management teams.
- Responsible for all operational faults/crisis for all customers supported by OBS, acting as highest operational technical escalation level
- Responsible for fault isolation and providing proper resolution
- Act as service matter expert for all new technologies & be SPOC for their support related issue, knowledge road map during his shift.
- Provide professional technical support and troubleshooting for all issues escalated from the service desk & incident management teams.
- Provide proper resolution in complex customer issues; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
- Provide status updates to the service desk & incident management teams to Inform customer on technical progression, if required.
- Ensure service level agreement “SLA” is met during incidents handling.
- Act as the Global expert team in some required network services, i.e ISDN, Legacy products, etc.
- Responsible for the verification and/or recommendation of the correct and appropriate hardware/software customer configuration of equipment toward resolution of customer faults.
- Able to work closely with field engineers, Vendors and Service Providers to adequately test and resolve hardware/software issues.
- Resolve customer configuration problems, identify product malfunctions, and simulate communication problems in lab environment for problem resolution.
- Document all troubleshooting and case management actions via OBS ticketing system.
- Technical guidance, job coaching and support to the service desk & incident management dept. through training sessions if required.
- Designing & providing technical input to the Company’s technical & procedures knowledge base following the ITIL standards.
**Job Contacts**:
**Within Orange Business Services**:

- Service Desk & Incident managers.
- Backbone Support entities
- Change Management
- Service Management
**Outside Orange Business Services**:

- Cisco Technical Support
- Infovista
- Customer Service Management
- All service providers all over the world

**about you**:
**Skills / Qualifications**:

- Cisco Routing & switching expertise essential, voice/IPT, IPSec, DSL, OSPF, EIGRP, BGP4, RIPV2, MPLS VPN, Dial Solutions, QoS.
- IPSEC & GRE tunneling protocols.
- Deep knowledge of various Cisco WLAN deployment/solutions
- Solid hands-on experience on WLAN
- Good understanding AirOS/IOS-XE Wireless LAN Controllers
- Solid knowledge for SDWAN (viptela solution)
- Good knowledge for QoS
- Good time management, and organizational skills
- Good interpersonal and communication skills
- Proactive, self-motivated, and determined attitude
- Problem solving skills
- Good negotiation skills
- Customer Oriented Attitude
- Ability to work on out of business hours, based on customer requests
- Fluent in both spoken and written English
- Team Spirit
- CAN-DO attitude

**Educational background**:

- Bachelor’s degree in telecommunications field
- CCNP certified is a must
- SDWAN and WLAN knowledge is mandatory
- CCIE knowledge is big plus
**Professional Experience**:

- 3 to 5 years’ experience in a telecommunication service provider environment

**additional information**:
We invest on You by providing the ability to learn new technologies & being trained on them, we encourage you to get latest needed certifications or training and set a progress plan for your knowledge development and we provide continues guidance and follow up to help you to engage more skills during the time being one of NSE team members.

**department**:Customer Services & Operations

**contract**:Regular