Telecom and network engineer - English speaker

We're recruiting network and telecom engineers to join a level 2 support chain and provide support and expertise across all phases of network incident handling.

You will be responsible for :

• Dealing with unitary "Consumer" and "Business" complaints relating to ADSL and FTTH access and associated services (VOIP, IPTV, etc.),
• Analyse, diagnose and resolve incidents within time constraints,
• Ensuring customer satisfaction by providing relevant and accurate responses with minimum delay,
• Ensure customer communication
• Identify and diagnose malfunctions, incidents and service interruptions and implement corrective measures,
• Checking that level 1 tickets are complete and progressing correctly,
• Technical support for the customer service team and first-level field teams,
• Supporting the end customer from start to finish until the service is restored
• Qualification of tickets before escalation to Expert level 3 services (analysis and diagnosis).
• Monitoring incidents : Use of the incident database : reminders, consolidation, trend analysis. Requests for in-depth preventive action.
• Handling user requests following malfunctions : taking customer calls.
• Managing a team of technicians and implementing operating procedures.

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