Fixnet Service Centre Engineer

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

• 24x7 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