First Line Service Engineer (m/f/d)
Experience:
1+ years
English:
Upper-Intermediate
Location:
Varna, Sofia
Infopulse, Part of Tietoevry Create invites a talented professional to join our growing team as a First Line Service Engineer in Bulgaria.
After the intake and first analysis by our Customer Care team, you will ensure further trouble ticket treatment and repair activities within our global portfolio of products. You will contact our customers, proactively and reactively, ensuring that our products and services meet their expectations and that our repair work addresses any issue they might encounter. You will have the opportunity to work in an international environment and be in touch with the world's top IT and Telecommunication companies.
Areas of Responsibility
- Support and customer complaint handling (B2B environment)
- Proposing and introducing network and telecom traffic solutions
- On-line monitoring of the service performance, measuring the quality of our products, and taking corrective actions both proactively and reactively
- Identifying possible areas of network and process improvements and proposing solutions
- Work closely with customers and internal resources to effectively manage customer expectations and satisfaction
Qualifications
- At least 1 year of relevant technical experience
- Experience in the Telecom domain or related technical field
- You are a keen learner and enjoy fixing technical problems
- You are a team player, you like to share knowledge
- You are customer-oriented and handle stressful situations well
- Ability to work occasional weekends
- You can set priorities and manage multiple tasks
- Strong communication skills and flexibility to interact with customers around the globe
- Proficiency in English is required to liaise with customers and colleagues
- You have a basic knowledge of a programming language
Will be an advantage
- Experience in enterprise support work
- Experience in protocols such as ISUP/MAP/SIP/Diameter/API
- Experience in GSM network infrastructure and knowledge of QoS KPI Management
- Good understanding of IP networks and its topology
