Front Office Engineer with German
Position Overview
The Front Office Engineer is responsible for monitoring and troubleshooting the customer network on a 24/7/365 basis. This role involves handling incident, fault, and problem management activities, ensuring network and service performance, and performing initial diagnostics and restoration. The engineer will track and manage network element and service faults, providing first-level maintenance and restoration while adhering to the network SLA's
Job location: Romania, Bucharest
Available Positions: 3 positions
Job type: Permanent
Job Ref. Number: ro08
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.
Flexibility is required to enable the team to operationally cover 24/7 working hours.
ROLE SPECIFICATION
The Front Office Engineer is responsible for maintaining infrastructure uptime and improving
customer’s services through effective maintenance, problem identification and resolution activities,
as well as growing and developing the organization’s perception with existing projects through
exceptional customer service. The role is also responsible of resolving customer impacting network
outages and critical client issues, with a permanent focus on learning new technologies and
maintenance processes.
Required Education & Trainings:
Finished or ongoing university studies, preferably in a technical area.
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.