B2B Support Technician (Dedicated to AML) / 3 weeks, 3 days ago
Buchana, Grand Bassa, Liberia,
Overview & Description:
Orange Liberia is seeking a high-caliber B2B Support Technician to be exclusively dedicated to our strategic partner, ArcelorMittal Liberia (AML). In this high-visibility role, you will be the technical backbone of the Orange-AML partnership, ensuring seamless connectivity through expert installation of Fiber and Wireless systems while providing elite-level reporting and on-site support.
Responsibilities:
Key Performance Indicators (KPIs) – B2B Support Technician:
Technical Activities:
- Install, configure, test, and maintain customer premises equipment (routers, switches, radios, and related devices).
- Perform troubleshooting and root cause analysis of AML customer complaints.
- Provide timely fault resolution within agreed SLAs.
- Conduct on-site diagnostics and preventive maintenance visits.
- Ensure proper configuration backup and documentation of installed equipment.
- Escalate complex technical issues to higher-level support teams when necessary.
- Coordinate service activation, upgrades, and migrations for AML customers.
- Monitor service performance and proactively identify potential risks affecting customers.
- Prepare and submit daily technical activity and incident reports.
- Follow up on customer complaints until full resolution and confirmation of service restoration.
Administrative & Organizational Activities
- Maintain and strengthen customer relationships through professional engagement.
- Ensure delivery of high-quality service in line with company standards.
- Monitor and maintain SLA compliance for AML services connected to the Orange network.
- Maintain accurate documentation of customer configurations and service records.
- Participate in customer technical meetings when required.
- Provide feedback to internal teams (NOC, Core, Transmission, Sales) on recurring issues and service improvement opportunities.
- Ensure compliance with safety procedures and operational guidelines during fieldwork.
Requirements:
Education:
- Professional Diploma, Associate Degree, or Bachelor’s degree in Telecommunication or Information Technology or related field.
- Minimum of 1-2 years IT Networking or customers experience.
Experience:
- Computer literate
- Essential networking skills
- Essential troubleshooting technique
- Planning and Analytical skills
- Support Team Works and information sharing
- Working under pressure.
Additional Information:
- Strong Communication verbal and Written
- IT Networking or customers experience
- Problem Solving
- Time management
How to Apply:
Please submit via email your letter of application along with your recent curriculum vitae as well as copies of your academic credentials to [email protected]
Please note the following:
▪ Only short-listed candidates will be contacted
▪ Female applicants are highly encouraged to apply.
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