Your Responsibilities What You'll Be Doing :
Monitor, analyze, and resolve network issues following defined processes and using knowledge support tools.
Perform technical qualification of complex network incidents and alarms.
Act as the first point of contact via phone, providing professional 1st-level support and outstanding customer service.
Ensure timely handling of service calls in line with SLA requirements.
Provide remote support to field service technicians.
Analyze and escalate major incidents to the Incident Management team.
Escalate complex issues to the back-office team.
Serve as a communication bridge to the customer's 2nd-line support (back-office).
Proactively manage and follow up on network faults using industry-standard service management procedures.
Identify and hand over fiber cut incidents to field operations teams.
Monitor ongoing network changes, quickly detect issues, and support troubleshooting or rollback.
Correlate network alarms with B2B service impacts and prioritize accordingly.
Create regular KPI and service reports based on agreed targets.
Collaborate closely with the team lead to maintain high service quality.
Actively contribute to process improvements and documentation updates.
Support backlog cleanup and ticket resolution.
Participate in continuous service improvement initiatives.
Your Profile What You Bring :
Ongoing or completed university studies, ideally in a technical field (e.g., IT, telecommunications, engineering).
Solid understanding of Network Operations Center (NOC) procedures, tools, and workflows.
Excellent spoken and written English and German skills (C1 / C2 level).
Strong technical knowledge of mobile network technologies (GSM, UMTS, LTE, CDMA, TDMA) and core network components (switches, routers, firewalls, TCP / IP, security policies).
Strong customer focus and communication skills.
Self-motivated, well-organized, and a true team player.
Proficient in Microsoft Office (Outlook, Excel, Word, PowerPoint).
Willingness to work in shifts and to continue learning and improving.
What We Offer Why Join Us :
An international, future-oriented work environment in the telecom sector
A motivated and collaborative team with strong technical expertise
Opportunities for personal and professional growth
Flexibility to contribute your ideas and shape our processes
Attractive compensation and employee benefits
Ready to take the next step in your career?
We look forward to receiving your application!
#J-18808-Ljbffr