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Incident Management Specialist

2 meses atrás

Rio de Janeiro, Rio de Janeiro, Brasil Orange Business Services Tempo inteiro

About the Role

We are seeking a skilled Incident Management Specialist to join our team at Orange Business Services. As an Incident Management Specialist, you will be responsible for conducting initial diagnostics and undertaking basic fault diagnostics to resolve customer faults.

Key Responsibilities

  • Provide a professional first technical point of contact for customers.
  • Diagnose and/or repair basic and medium complexity fault-related cases using software diagnostics and network/product utility programs.
  • Ensure cases are allocated to the most appropriate 'next step' as part of the case flow process.
  • Perform technical escalations in line with company procedure.
  • Monitor systems, customer networks, and products, and deal with alerts and events as appropriate.
  • Liaise and refer issues to relevant entities, such as PTT, IOC, and vendors.
  • Document all troubleshooting and case management actions via the electronic case management system.

About You

To succeed in this role, you will need:

  • Excellent customer skills.
  • Good interpersonal and communication skills.
  • Good time management and organisational skills.
  • Ability to work under pressure.
  • Ability to deal with multiple tasks.
  • Teamwork skills, using a team approach to solve problems when appropriate.
  • A determination to process tasks according to pre-defined processes.
  • Ability to build relationships with peers, management, clients, and company management.
  • Proactive, self-motivated, and determined attitude.
  • Good PC skills and application knowledge.
  • Basic knowledge of ITIL.
  • Problem-solving skills.
  • Tenacity.
  • Ability to be inquisitive.
  • Flexibility in terms of working hours.
  • Proficient in English and Portuguese.

About Orange Business Services

Orange Business Services is a leading provider of global communication solutions, managing and integrating the complexity of international communications to free our customers to focus on strategic initiatives. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

Contract Type

This is a regular contract position.