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Welcome and manage customer requests (for incidents, change management and end-user support) on phone/mail and ensure follow up.
Provide a professional first technical point of contact for the customer
Qualify all request received through internal tools.
Diagnose fault-related cases by effectively utilising software diagnostics and other network/product utility programs.
Provide updates as needed to the customer in order to meet performance objectives.
Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process
Perform technical escalations in line with company procedure.
Monitor systems, customer networks and products, and deal with alerts and events as appropriate.
Liase and refer issues to correct/relevant entities as appropriate.
Undertake any other reasonable task as assigned.
REQUIREMENTS:
Flexibility in work hours (24/7)
Willingness to learn and expand
Team player, ability to build relationships with peer and management levels both with clients and the company management
Degree in IT/ Telecommunications or Engineering
CCNA (Desirable)
ITIL Foundation Certificate ( desirable)
BENEFITS:
An attractive package commensurate to experience and qualifications will be proposed to right Candidate including a performance bonus
Customized training and development plan with continuous training and coaching
A Friendly workplace with a strong corporate culture
Medical Cover
Pension Scheme
Transport Facilities
Meal Allowance
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