Requirements
- Good German, at least B2
- Good written and spoken English
- Willingness to work shifts 24/7
- Cross-team support if required
- Initial experience in customer support, telephone, mail, ticket system
- Experience in the telecommunications and business customer sector is desirable
- Understanding of the different types of fixed network technologies, DSL, VDSL, Ethernet, VPN
- Desirable, experience with Cisco, OneAccess CPE
- Initial experience with ticket-based systems
- Ability to work independently and good teamwork skills
- Passion and affinity for troubleshooting
- Sense of responsibility, commitment and reliability
- Basic experience in C, C++ language
- Good scripting skills (Perl, Python, Make or similar)
- Good communication, strong analytical skills, team oriented, initiative
Responsibilities
- Incident and Event management of multi-vendor IP, Transmission and Voice network equipment
- Initial troubleshooting of multi-vendor IP, Transmission and Voice network equipment
- Supporting internal and external departments in troubleshooting network and service issues
- Management of order, delivery and cancellation process using prescribed workflows and tools
- Communication with client end-customers (telephone, hotline, email)
- Communication with client service managers and operations team (telephone, hotline, email)
- Communication with internal and external suppliers and carriers (telephone, hotline, email)
- Initiation, coordination and remote support of field services for installation and troubleshooting
- Timely processing of events and tickets according to prescribed processes and avoiding SLA violations
- Ensuring high quality of ticket processing with adequate documentation as per work instructions
- Incident, Escalation and Prioritization management
- Problem Management to identify and report recurring service and equipment faults
- Create and maintain technical documentation, workflows and processes related to competence area
- Contribute to continuous improvement of operational processes and efficiency
- Support cross domain competence development within the project team
- 24×7 service coverage according to the assigned shift schedule
- Out of office time & bank holidays support when necessary
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