About Us
Join us at Orange Business!
We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
About The Role
Job Purpose (L1.5 – Network and Security Engineer)
- To provide advanced technical and process support across the case excellence lifecycle for IT Services customers, acting as an escalation point for L1 cases and ensuring high-quality, timely resolution.
- To independently manage, troubleshoot, and resolve complex proactive and reactive incidents, while guiding L1 engineers and ensuring adherence to operational processes and SLAs.
- To support continuous service improvement by identifying recurring issues, contributing to root cause analysis, and enhancing troubleshooting documentation and knowledge bases.
Key Tasks And Responsibilities
- Act as a senior point of contact for customer incidents, handling escalated cases from L1 and providing expert technical guidance.
- Review, validate, and refine incident qualification and case handling performed by L1 engineers to ensure accuracy and completeness.
- Perform in-depth technical troubleshooting using advanced diagnostics, logs analysis, packet captures, and vendor-specific tools across supported IT services.
- Own incidents end-to-end, including complex or long-running cases, ensuring proper prioritization, customer communication, and resolution within SLA commitments.
- Lead coordination efforts with internal technical teams, service owners, and third-party vendors to drive timely fault isolation and resolution.
- Provide mentorship and technical coaching to L1 engineers, including guidance on troubleshooting methodologies and best practices.
- Identify trends, recurring incidents, and systemic issues; contribute to root cause analysis (RCA) and preventive actions.
- Ensure accurate and detailed documentation of troubleshooting steps, findings, and resolutions in the ticketing system and knowledge base.
- Participate in service reviews, process improvements, and readiness activities for new services or technologies.
- Support change, problem, and major incident management processes as required.
About You
Skills and Qualifications
- Strong hands-on knowledge of computer networks and security concepts (CCNA-level knowledge required; CCNP is a plus).
- Fluent in English (French is a plus) with strong written and verbal communication skills for both customers and internal stakeholders.
- Excellent customer management skills with the ability to handle escalations and challenging situations professionally.
- Strong analytical, troubleshooting, and critical-thinking skills with a structured problem-solving approach.
- Solid understanding of ITIL-based support processes (Incident, Problem, Change, and Escalation Management).
- Advanced knowledge of enterprise security and networking technologies, including:
- Firewalls, proxies, load balancers
- Intrusion Prevention and Detection Systems
- Active Directory and identity-related services
- Hands-on experience with one or more of the following vendors:
- FortiGate, Check Point, Palo Alto Networks
- Zscaler, Netskope
- F5 BIG-IP
- Strong experience with network fundamentals:
- DNS, DHCP
- Layer 2 / Layer 3 switching and routing
- Proven hands-on troubleshooting experience on routers, switches, and security appliances.
- Comfortable working on complex, multi-technology environments and learning new platforms as required.
Certifications (Preferred)
- Fortinet Certified Professional (FCP) – Network Security
- Zscaler Digital Transformation Administrator
- Palo Alto Networks Certified Network Security Administrator (PCNSA) or Engineer (PCNSE)
- Netskope Certified Cloud Associate (NCCA) or Cloud Security Administrator (NCCSA)
Educational Background
- B.Sc. in Engineering, Telecommunications, Computer Science, or equivalent.
Professional Experience
- 2–5 years of experience in IT support, network operations, or security operations roles.
You bring open mindedness, ability to handle pressure, leading with courage and empathy, assertiveness and communicate effectively.
What We Offer
- Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
- Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
- Professional Development: training programs and upskilling/re-skilling opportunities.
- Career Growth: Internal growth and mobility opportunities within Orange.
- Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
- Reward Programs: Employee Referral Program, Change Maker Awards.
Only Your Skills Matter
Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
