about the role Key tasks and responsibilities Troubleshooting and resolving high complexity customer faults. Provide next level technical support for Level 1 Specialists.
When resolution is not possible ensuring the fault is passed to the most appropriate group able to resolve. Perform service changes by assessing risk and implementing requests reported within the agreed Change Management process through Orange Change tools.
Resolve service problems by performing root cause analysis and designing action plans for unknown errors reported through Problem Management Dashboard.
Perform solution releases by authorizing, validating (changes, upgrades, updates, patches and migrations) and implementing them.
Manage customer (internal and external) calls and provide them with regular updates as per each of the service support processes Perform SIPs actions managed by senior engineers and update the action plan of the SIP Perform technical & management escalation as implied by the escalation process to ensure security tasks are progressing toward resolution and / or completion.
about you Skills and Qualifications Very good understanding of networking (TCP / IP, routing OSPF, switching) Very good understanding of application & network security concepts & technologies Networking Experience - VPN technologies such as IPSec and VPN clients Network Security (SSL / TLS, VPNs, Firewall, IDS / IPS) Authentication systems such as LDAP, MS AD etc Knowledge of protocols such as HTTP, SMTP, FTP, DNS Experience with operating systems such as Linux, Unix and Free BSD Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark Hands-on experience in evaluating specification, lab validating & testing.
Hands-on experience in analyzing architecture and building proposals. Ability to write technical documentation for operations, sales & Marketing.
Working knowledge routing, load balancing and resiliency. Working knowledge of Orange security solutions is a plus. Working knowledge in large scale enterprise end-point security.
Certification in at least 2 products (BCCPA, BCCPP, SCSA, ITIL). CCNA security or Security certified English fluency is mandatory & French fluency is an asset.
Educational background B.Sc. degree in Computer Science, communications or electronics engineering ITIL V3 CISSP is a plus Professional Experience At least 4 years of professional experience At least 2 years of IT / Network security technical experience In depth experience on one of the following products - Proxies Bluecoat mainly, also Cisco MWS & NetApp NetCache are acceptable.
department Customer Services & Operations