Network Technician
- Plaine Wilhems
- Not disclosed
- Permanent
- Added 12/02/2025
- Closing 14/03/2025
- Chloe Augustin
Knowledge in Automation (scripting)
Missions:
Responsible for activation of service for Enterprise Customers network solutions with troubleshooting and resolving in case of issues. When resolution is not possible ensure the fault is passed to the most appropriate group able to resolve.
Call Desk activities
- Handle calls in a professional manner
- Ability to analyse the customer’s request and identify proper course of action
- Incident ticket creation if and when required
- Applying Delivery Helpdesk (DHD) process workflow on tickets received
- Report to DHD expert team in case of issue
- Follow-up with DHD expert team and French TSC on cases
Monitoring activities
- Monitoring of DHD logger to ensure no tickets are left unattended
- Handle checklisting activities
First level support
- Support Field engineers and customers for service requests, regulary providing updates of status Ensure configuration/migration on backbone and customer sites remotely for activation of customer services.
- Verification of router,switches and network nodes configurations and correct where required as per perimeter and engineering rules.
- Ensure customer acceptance tests are performed successfully.
- Ensure Supervision of equipment is activated/deactivated where required.
- Update SI tools (Service Information) after each operation performed
- Appropriately categorize, prioritize and escalate incidents and service requests which resolution is not found
- Ensure resolution is performed within the defined SLA levels
- Escalation follow-up with DHD Expert team
Reporting and Communication
- Ensure DHD logger tickets are filled correctly
- Communication on Incident progress and resolution
- Communication of amendmends required to Knowledge base (Wiki)
- Assist training dispensed from DHD Expert team
Skills and Qualifications:
- Bilingual – English & French written and spoken
- IT Proficient: Cisco CCNA or Juniper JNCIA
- Minimum Degree in Networking or Information Technology or any related Engineering field Proficient in Cisco or/and Juniper
- Certification on Cisco CCNA or Juniper JNCIA other technologies
- Experience in a cisco environment, helpdesk or other IT Infrastructure related
- Fresh Graduate can be considered
Knowledge:
- Information Technology
- Networking knowledge
- Proper call handling process
- Customer relationship management
- Data network equipment and architectures (DSL, Fibre, MAN Ethernet, Frame Relay.)
- Knowledge of Lan technologies and Routing Protocols is a must (Ethernet, IP, QOS, VoIP/ToIP, Wifi, RIP, EIGRP,OSPF,.)
- At least 1 year of experience in related field
- Automation (scripting)
Abitilities:
- Sharp Troubleshooting skills
- Exemplary time management, organizational and communication skills.
- Excellent customer service skills are required.
- Proactive, self motivated and determined attitude.
- Professionalism.
- Ability to work under pressure on 24/7 basis and to multi-task.
- Tenacity and willingness to learn.
- Ability to build good relationships with local and overseas teams.
- Good interpersonal, team bonding and leadership skills.
- Good IT/communications background and problem solving skills.
- Flexibility relative to working hours
Orange Business Services Mauritius Limited
- 10th Floor Cyber Tower 2, Ebene Cyber City, 72201 Ebene, Republic of Mauritius, Ebene, Mauritius
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