L1.5 Network and Security Engineer

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 30000 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.

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.

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

• . in Engineering Telecommunications Computer Science or equivalent.

Professional Experience

• 25 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.

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.