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1st Level Operations Engineer with English/Spanish/Italian

Who we are:
    Open-minded intellectuals who embrace emerging technologies on our mission to create innovative IT and Engineering solutions that will impact millions of users around the world.

We are looking for:
    A skilled 1st Level Operations Engineer with a good level of English/Spanish/Italian for our business partner involved in a Radio Network Monitoring project centred on Radio Access Network (RAN).

What you will do:
  • Monitor, perform troubleshooting, fault acknowledgement and fault analysis;
  • Work with the application for trouble ticket management;
  • Maintain the service delivery level within the agreed SLAs;
  • Network surveillance, 1st level restoration and preventative maintenance;
  • Follow-up on incidents, registered but not solved, escalated to next level support;
  • Interpret/understand technical information and prepares technical documentation;
  • Work independently and within team to keep the competence and skills up-to-date;
  • Solve standard problems based on existing procedures;
  • Control and manage complex technical situations/projects in a calm and professional manner (required to provide technical input in technical conference bridges);
  • Use effectively Telecom knowledge to manage faults and customer demands;
  • Ensure 1st level support, preparation and consolidation of all changes performed in own competence domain area;
  • Ensure the fault management process & methods, acting as a first line trouble shooter by performing a technical impact analysis of every incident;
  • Notify incidents to the customer, management and other possible stakeholders (client facing entities, vendors, technical support) and follows the escalation matrix;
  • Create a trouble ticket for any fault in the network and take responsibility for meeting WLA/SLA objectives.

What you must have:
  • Experience in operations, 1st level support or contact center;
  • Customer-oriented skills (ability to listen), sense of service, good interpersonal skills with internal and external customers;
  • Minimum 6 months of experience in IT Support;
  • Good communication skills in English/Spanish/Italian;
  • Telecom experience (a big plus);
  • IT / Technical University degree or student in final years (nice to have).

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