Senior Technical Support Specialist - B2B (M/F)

ZEOP grows thanks to those who invest themselves in it. Want to be a part of it?

Who are we?

A pioneer of ultra-high speed and fiber in La Réunion, ZEOP is an internet and mobile operator. An audacious company close to the people of Réunion, we are committed to the development of the territory on technological, cultural, and mobility levels. For more than 12 years, ZEOP has been pushing the limits of Internet to improve the lives of Réunionnais every day.

Job Objective:

Within the ZEOP Entreprise department, you will provide technical support with a senior profile to our B2B clients and internal teams. As a true technical point of reference for our incidents and complex technical requests, you will be responsible for the diagnosis, resolution, and follow-up of incidents, as well as the continuous improvement of support tools and procedures. This position is part of a context of transformation for ZEOP Entreprise technical support, with the automation of tools and an evolution of the product portfolio, namely cybersecurity and the hosting of our clients within Oméga 1. The senior technician will be a key player in this modernization dynamic, both technically and organizationally. Mandatory on-call shifts are to be expected.

Your Missions:

Take charge of incidents/technical requests escalated by level 1 support Diagnose and resolve complex incidents on Internet, Data, VPN, MPLS, SD-WAN, VoIP, security manager, and cybersecurity services Datacenter Oméga 1: be the technical referent for ZEOP Entreprise on the subjects of our rack urbanization and accompany clients during on-site interventions Administer network and security equipment within the perimeter and apply the necessary reconfigurations to restore service Ensure incident follow-up with clients (key accounts), cross-functional teams, and service providers/partners Escalate incidents to the technical management in case of a problem on the core network (depending on the nature of the incident), with the necessary and precise technical elements, and follow their evolution until resolution Use and contribute to the improvement of ZEOP Entreprise supervision and diagnostic tools Document incidents, procedures, and technical solutions Participate in maintenance operations and cross-functional projects Contribute to the skill development of N+1 teams

Your Profile:

You have a Bac+3 to Bac+5 degree in networks and telecommunications & cybersecurity, and ideally have experience at a telecom operator, an integrator, or in a B2B environment. You possess good analytical skills and a rigorous diagnostic methodology. You have knowledge of hosting management in a datacenter (Oméga 1). You master the fundamentals of TCP/IP networks, routing, switching, VLAN, VPN, NAT, DNS/DHCP, and have knowledge of telecom and security technologies, as well as VoIP, SIP, and RTP protocols. You know how to write procedures and document your interventions.

Expected Skills:

• You are autonomous, rigorous, organized, and enjoy teamwork
• Experience at a telecom operator / ISP / MSSP / ESN
• Knowledge of fiber architecture is appreciated
• Knowledge of VoIP, Patton, FreePBX, 3CX
• Knowledge of Fortinet, Huawei, Nokia, or Cisco
• Knowledge of MPLS, BGP, SD-WAN, GPON, and VoIP/SIP
• Knowledge of cybersecurity
• Knowledge of the datacenter hosting environment
• Mastery of packet analysis and supervision tools
• Knowledge of Centreon
• Knowledge of Linux and scripting
• Technical English

What we offer you:

Profit-sharing and participation schemes, health insurance, meal vouchers, CSE, and internal training