NETWORK ENGINEER (CHANGES & REQUESTS) - AL

about the role Change Management •    Primary task is to execute/implement scheduled or emergency changes and requests related to network technologies, according to Service Level Agreement and change management process standards.
These technologies may include but are not exhaustive to Cisco Routing & Switching, HP/Aruba Wireless and Switches, Cisco WLC and APs, SMTP solutions, SD-WAN VeloCloud, and SD-WAN Cisco Viptela, IPAM management, DHCP management etc.
•    Scope of the changes may vary from DC migrations, installation/upgrade of Wireless infrastructure in new or existing sites, DHCP and IPAM migrations, network OS upgrades etc.
•    These changes could be raised and managed by our internal project managers, while requests could be managed and raised directly from our customer/end user.
Incident Management To support and respond to network incidents when not acting as point of contact for changes and migrations.
•    Troubleshoot network related issues with users and service desks teams.
•    These issues could be raised by.
o    Customers themselves (Reactive Support), o    Monitoring activities (Pro-active Support) o    Level 1 service desk support team.
•    Acknowledge incidents within agreed SLA.
•    Proactive monitoring for systems and solutions to ensure service availability for customers.
•    Troubleshoot issues related to automatic backup of configuration of equipment.
•    Initiate Root Cause Analysis when total outages are resolved or upon management requests.
•    Lead troubleshooting calls with end-users, other support teams and vendors.
•    Demonstrate advanced troubleshooting skills during incident investigation.
•    Regular reviews with Level 1 network support, Level 2 network (FR / MRU / MLY) and engineering teams for post-review incidents.
about you CCNA is mandatory.
Working to 2 years or more as IT Customer Support Engineer or IT Administrator or Security/Network Engineer or 2 years or more in a similar role Knowledge and abilities •    Bilingual – English & Spanish written and spoken •    IT Proficient.
•    Good experience on Network environments (Wireless, Routing & Switching, SMTP, DHCP etc) •    Excellent Knowledge on CCNA.
•    Offer crucial support in troubleshooting problems related to routers, switches, DHCP, IPAM management etc.
•    Hands-on experience on network OS upgrade (Cisco, Aruba/HP and others)  •    Strong verbal and written communication skills.
•    Conversant with MS Office Software Suite.
Word, Excel, Outlook etc.
Knowledge •    A very good knowledge of the following technologies.
Cisco Routing & Switching, HP/Aruba Wireless and Switches, Cisco WLC and APs, SMTP solutions, SD-WAN VeloCloud, and SD-WAN Cisco Viptela, IPAM management, DHCP management etc.
•    Process and Standards based on ITIL.
•    Customer Relationship Management.
•    Good concept of Incident and Change management.
Abilities •    Excellent customer facing skills are required.
•    Excellent troubleshooting and analytical skills.
•    Good time management, and organizational skills.
•    Teamwork uses a team approach to solve problem when appropriate.
•    Ability to build relationships with peers and management levels and customers.
•    Flexibility in terms of working hours.
•    Results driven/orientated, and problem-solving skills.
•    Willingness to learn and expand knowledge.
•    Expert troubleshooting and incident resolution •    Good Coaching and training Skills   department Global Delivery & Operations Orange Business is a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate.
With over employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.