Level 1 Network Engineer – Global Support

About the role

Orange Business is seeking a Level 1 Network Engineer to join its global support team. You will be the first point of contact for customers, handling tickets, monitoring network services and ensuring high‑availability across a range of security and routing platforms.

Key responsibilities

• Use the ticketing system to log, update and resolve customer cases daily.
• Perform proactive monitoring of network devices and services to detect potential interruptions.
• Acknowledge incidents within agreed SLA and provide Level 1 technical support to restore services.
• Escalate or hand over cases to higher‑level teams for remote or on‑site intervention.
• Maintain SLA compliance for request delivery and incident resolution.
• Assist in handling customer escalations and participate in daily backlog review meetings.
• Execute change and request management processes for customer network infrastructures.

Required profile

• Bilingual in English and French (written and spoken).
• Understanding of knowledge‑management systems, support processes and CRM tools.
• Strong communication, customer‑facing and troubleshooting abilities.
• Excellent time‑management, teamwork and ability to work under pressure.
• Flexibility to work 24/7 shifts and a proactive, self‑motivated attitude.

Required skills

• Familiarity with Checkpoint, Fortigate, Palo Alto, Aruba, Cisco, Juniper, ZScaler and BigIP technologies.