L1 Network Engineer - AL

Publication date : May 25, 2026, 12:00AM Orange Business is here! 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 mission / role purpose Overall description: CASE MANAGEMENT The Level 1 Network Engineer must: Manage ticketing tool to track, update and process customer cases daily. Proactive monitoring for systems and solutions to ensure service availability for customers. Detect event that may cause service interruption and take remedial actions. Acknowledge incidents within agreed SLA. Provide level 1 technical support to ensure service delivery or service restoration. Transfer/Relay cases to other support entities for either remote or on-site intervention. Ensure that service level agreements are met for all requests delivery and incident resolution. Contribute to the handling and resolution of customer escalations. INCIDENT MANAGEMENT To manage customer issues and or requests relating to the customer infrastructure according to Service Level Agreement and standard incident management processes. These technologies may include but are not exhaustive to Checkpoint, Fortigate, Palo Alto, Aruba, Cisco, Juniper, ZScaler and BigIP. These issues could be raised by Customers themselves (Reactive Support), Monitoring activities (Pro-active Support) Level 1 service desk support team. CHANGE AND REQUEST MANAGEMENT To handle changes and requests on customer's network infrastructures & technologies with respect to the defined Service Level Agreement. Change may be initiated following customer or internal requests. Participate in daily team meetings to discuss and address concerns related to backlog. About you knowledge and abilities Bilingual – English & French written and spoken Knowledge: Knowledge Management Systems. Process and Standards. Support/service Organization. Customer Relationship Management. Abilities: Good communication skills. Excellent customer facing skills. Excellent troubleshooting and analytical skills. Good time management, and organizational skills. Teamwork uses a team approach to solve problem when appropriate. A determination to process tasks according to pre-defined processes is essential. Ability to build relationships with peers and management levels and customers. Proactive, self-motivated, and determined attitude. Tenacity. Flexibility in terms of working hours. (24/7) Ability to work under pressure & multi-task. Using a team approach to solve problem when appropriate. Need a willingness to learn and expand knowledge. education, qualifications, and certifications Minimum degree in IT or Telecommunications ITIL V3 or V4 Foundation optional CCNA desirable, CCNP optional Security Certification optional but desirable You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills. 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 matterRegardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, 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. At Orange, only your skills matter. Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation.Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.