Main activities and tasks:

• Effectively manage the Front Office multi-country activities in line with GNOC functional objectives.
• Monitor, identify, troubleshoot, diagnose, follow-up and resolve network issues following standard operating procedures and using knowledge support tools.
• Support continuous, innovative, and proactive Network performance monitoring.
• Provide multi-country 1st line phone support delivering exceptional and professional customer service and act as a single point of contact for general queries.
• Ensure all service calls are answered promptly and within the agreed SLAs.
• Take ownership of incidents/service requests and track/document them using the provided ticketing tools, ensuring also closure and follow-up within agreed timescales.
• Responsible for emails management regarding network issues and general requests: track, triage, prioritise, match with the on-going corresponding tickets and perform follow-up according to the work procedures in place.
• Elevate complex and/or high priority incidents or requests to appropriate personnel or support groups for timely resolution.
• Handle access request forms in order to grant permission to technicians on site for local troubleshooting purposes.
• Effective collaboration with the other team members, Team Leader and GNOC Manager to ensure overall service quality standards.
• Understand and work within established Service Level Agreements (SLA) to ensure timely response.
• Participate in the development and maintenance of Front Office procedures and documentation.
• Contribute to the continuous improvement and progress of the GNOC team.
• Working hours are organized in shifts to ensure 24/7 coverage and may include participation in an on-call rota.
• Flexibility is required to enable the team to operationally cover 24/7 working hours.
  

Required Experience:

• Ideal but not mandatory: experience in a Network Operation Center or in customer support teams.
  

Specific skills & technical knowledge:

• Very good spoken and written English language.
• Basic knowledge on technologies like CDMA, TDMA, GSM, UMTS, and LTE.
• Basic understanding of Network, Switch, Router, Firewall, TCP/IP protocol, IP security policies.
• Excellent communication skills.
• Customer oriented.
• Flexibility and adaptability skills.
• Strong knowledge of Microsoft office suite.
• Team player, highly organized and self-managed.
  

What We Offer:

• Growth Opportunities – Support for learning and career advancement.
• Work-Life Balance – Flexible hours and hybrid work options.
• Inclusive Culture – A welcoming, diverse environment where everyone feels valued.
• Generous Time Off