2nd Level Operations Engineer With French

We are looking for a 2nd Level Assurance Engineer for one of our partners, a multinational networking and telecommunications company.

Requirements:
- Excellent verbal and written communication Skills;
- Fluent in French;
- Understanding customer and service providers;
- Good understanding of servers, switches, and network setup in DC;
- Excellent knowledge in networks and connectivity;
- Telephone communication skills;
- Deal with challenging customer service situations;
- Developing and practicing assertiveness in customer delivery;
- Tools and Technologies for the Support Center;
- Understanding Computer Telephony Integration;
- Creativity and problem solving, out of the box thinking;
- Support processes and processes integration;
- Team building and knowledge sharing;
- Working experience on Windows platform and Microsoft suite;
- Practice ethics in the workplace.

Responsibilities:

- Document all Incidents & Orders in the Ticketing System with all the required information;
- Ensure that all details required for the ticket are updated with the equipment information and details of the issue are documented in the Ticketing system;
- Work with the third party vendors to ensure that the issues are fixed within the stipulated SLA and minimum downtime;
- Provide accurate information to the customer about the equipment that requires break fix, what are the actions taken and what is the next action plan if the issue has not been resolved;
-Monitor and respond quickly and effectively to emails, calls or group messages received from the customer, 3rd party vendors or ISP’s;
- Ensure that the escalations are routed to the correct responsible party without any delays;
- Document internal procedures;
- Connect with the Quality team for regular feedback sessions and to work on continuous improvement plans;
- Co-ordinate with team members in identifying new solutions for existing and unresolved issues;
- Follow all defined process religiously and raise feedback and suggestions to the appropriate stakeholders;
- Report all issues that needs attention from the Ticketing system to the Team Lead.

Benefits:
- Motivating fix salary;
- Private medical service;
- Life inssurance;
- Meal vouchers;
- 25 vacation days/year;
- Internal learning platform;
- Career plan mentoring.