about the role To provide a professional first technical point of contact for the customer and third-party vendors. Diagnose fault - related incidents by effectively utilizing troubleshooting software and other network / product utility programs. Provide updates as needed to the customer in order to meet performance objectives and contractual objectives. To ensure incidents are allocated to the most appropriate &aposnext step' as part of the incident flow process. To monitor incidents and perform both technical escalations and managerial escalations in line with company procedures. To monitor systems, customer networks and products and deal with alerts and events as appropriate. To liaise and refer issues to correct / relevant entities e.g other service desks, PTT, Carriers, Operations & Engineering teams and other vendors as appropriate. Document all troubleshooting and incident management actions via the electronic incident management system to the highest possible standard. To undertake any other reasonable task as assigned. about you Able to commit for work 24 X 7 shift rotations. Skilled in navigating an international work environment, while also being capable of working alone when the situation calls for it. Ability to engage and partner wiht customer and internal staff as required. Ability to identify problems and analytically solve them to resolution as required and wihtout stress. Ability to work in (virtual) team environment wiht internal and external organization and with customer. Proficient in Cantonese Language additional information Education and experience requirements: Minimum qualification of Degree or Diploma or equivalent in IT Filed Minimum 2 years of experience in Network Management Has a minimum 1 year of experience liaising with international customer. Certified with CCNA/CCNP or other relevant network certifications. Experience working with TELCO provider and product vendors. Relevant working experience and possess sound technical knowledge. Evidence of technical proficiency and a solid grasp of the technologies mentioned must be shown I. IP knowldege - IPVPN, IP Telephony, Internet, LAN etc. II. WAN knowledge - MPLS, SD-WAN, etc. III. CISCO routers, switches, and standard products knowledge. IV. CLI Skills command line skills V. Usage of Wireshark (Packet Capture) VI. Coordination with TAC engineers VII. Diagnosing network issues through Ping, traceroute, and interface checks and configurations VIII. Cisco SDWAN Viptela / Meraki This role is based locally in (country), and any candidate from outside (country) will receive a local compensation package. No mobility/ relocation assistance will be provided. department Global Delivery & Operations Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that enhance their business growth. 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 Show more Show less