We are searching for a Fixnet Service Centre Engineer to join our business in Poland. The role is fully remote working but the candidate must be in Poland.
Responsibilities:
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Incident and Event management of multi-vendor IP, Transmission and Voice network equipment
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Initial troubleshooting of multi-vendor IP, Transmission and Voice network equipment
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Supporting internal and external departments in troubleshooting network and service issues
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Management of order, delivery and cancellation process using prescribed workflows and tools
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Communication with client end-customers (telephone, hotline, email)
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Communication with client service managers and operations team (telephone, hotline, email)
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Communication with internal and external suppliers and carriers (telephone, hotline, email)
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Initiation, coordination and remote support of field services for installation and troubleshooting
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Timely processing of events and tickets according to prescribed processes and avoiding SLA violations
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Ensuring high quality of ticket processing with adequate documentation as per work instructions
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Incident, Escalation and Prioritization management
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Problem Management to identify and report recurring service and equipment faults
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Create and maintain technical documentation, workflows and processes related to competence area
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Contribute to continuous improvement of operational processes and efficiency
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Support cross domain competence development within the project team
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24x7 service coverage according to assigned shift schedule
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Out of office time & bank holidays support when necessary
Requirements:
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Good German, at least B2
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Good written and spoken English
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Willingness to work shifts 24/7
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Cross-team support if required
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Initial experience in customer support, telephone, mail, ticket system
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Experience in the telecommunications and business customer sector is desirable
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Understanding of the different types of fixed network technologies, DSL, VDSL, Ethernet, VPN
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Desirable, experience with Cisco, OneAccess CPE
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Initial experience with ticket-based systems
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Ability to work independently and good teamwork skills