Job title: Senior B2B and Wholesale Support Engineer
Job type
Full timeJob Level
Senior Team MemberExperience
3-5Functions
Information Technology and NetworksLanguages
EnglishArabic
- Manage, operate, and implement access network activities, including MW, IP DSLAM, and Service Routers.
- Execute B2B and wholesale projects, ensuring timely delivery in accordance with target TTD objectives
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Oversee the resolution of B2B and wholesale customer faults, adhering to target TTR standards.
- Ensure Orange’s access services consistently meet the highest quality benchmarks.
- Provide Level 2 technical support and swift intervention for Orange services (IPVPN, AVPN, and Internet Leased Lines (ILL)) to uphold SLA commitments and customer satisfaction.
- Support the field team in deploying and maintaining data and APN services.
- Analyze fault incidents, produce detailed reports, and recommend improvements to enhance customer experience.
- Contribute to the design, feasibility assessment, and implementation of MPLS interconnectivity solutions for large enterprises and capital projects, in collaboration with engineering, digital Service, and business teams.
- Provide L2 technical support at the MPLS and MCPE levels, addressing B2B customer complaints and remote support requests through meetings, emails, and conference calls.
- Provide L2 technical support to wholesale customers, managing service activation and fault resolution across various circuit types (NNI, IPLC, TRBH, etc.).
- Manage NetBoss service activation for EBU customers at both MPLS and MCPE levels.
- Maintain and update databases for all B2B and wholesale customers including all relevant details
- Project Management, Problem Solving, Communication Skills, Organized, Working under stress;
- - Deep expertise in IP network technologies.
- - Adept at working efficiently under pressure.
- - Proficient in a range of computer applications.
- - Exceptional skills in communication, presentation, and technical report writing.
- - Professional fluency in English.
- - Highly self-motivated, results-oriented, and proactive in approach.
- - Comprehensive expertise in both fixed and mobile access technologies.
- - CCNA/CCNP are required.
- - Extensive experience in network troubleshooting techniques and procedures.
- - Multitask effectively, managing multiple projects and meeting deadlines.
- - Experienced in network design and setup.
- - Proficient in network and security protocols and standards.
- - In-depth knowledge and hands-on experience with network and security technologies, including routers, firewalls, and switches.
- - A strong willingness to learn and adapt
- -Bachelor’s degree in Telecommunications, Electrical, or Computer Engineering with (3-5 years) of experience in the IP services domain.