We are searching for a Fixnet Service Center Engineer to join our business in Poland. The role is fully remote working but the candidate must be in Poland.
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 assigned shift schedule
Out of office time & bank holidays support when necessary
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
…