Service Desk Technician

Service Desk Technician / Tech Support Specialist / Client Support Specialist

About Orange Business: 

Orange Business is a network and digital integrator that understands the entire value chain of the digital world, enabling our customers to focus on the strategic initiatives that shape their business. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment filled with challenges and opportunities for professional growth.

About the Roles: 

We are looking to fill positions within our Global Delivery & Operations teams. These roles are crucial in ensuring the smooth operation of our clients' solutions, and responsibilities will include:

• Incident Management: Handle client-reported incidents, process calls, open cases, and communicate effectively with different teams while adhering to Service Level Agreements (SLA).
• Technical Support: Take charge of complex technical incident resolution, provide guidance to clients on solutions and upgrades, and offer proactive technical advice.
• Problem Analysis: Identify issues, analyze their causes, propose, and implement corrective action plans.
• Collaboration: Work closely with teams located in France and coordinate site-related activities during crisis management.
• Documentation & Training: Maintain operational documentation, write procedures, and train new employees on processes, standards, and safety protocols.
• Client Communication: Regularly update clients on the status of operations and ensure their satisfaction through exceptional service.
• Process Improvement: Participate in process reviews and contribute to the evolution of practices based on client requirements.

About You:

• Education & Experience:

  • Bachelor’s degree (Bac +2 à Bac +5) in Computer Science with a focus on Networking, Telecommunications, or Information Systems.
  • 2 years of relevant experience in a similar role.
  • A CCNA certification would be an advantage.

• Technical Skills:

  • Strong knowledge of telecommunications (routing, protocols, networks, messaging).
  • Good understanding of networking and DSL technologies.
  • Proficiency in computer applications.

• Language Skills:

  • Fluency in French and English, both written and spoken.

• Personal Attributes:

  • Excellent client-oriented skills with a strong sense of customer satisfaction.
  • Strong interpersonal, leadership, and presentation skills.
  • Proactive, autonomous, resourceful, and able to work under pressure while managing multiple tasks.
  • Strong organizational and time management skills, with the ability to build relationships with teams located outside of Mauritius.

• Availability:

  • Willingness to work 24/7.

Join Our Team: 

If you are ready to take on this challenging and rewarding opportunity in either role, we invite you to apply.

At Orange Business, we are committed to providing a supportive environment that fosters growth and challenges you to achieve your full potential.