Requirements:

• Good German, at least B2 
• Good written and spoken English
• Willingness to work shifts 24/7
• Cross-team support if required
• Initial experience in customer support, telephone, mail, ticket system
• Experience in the telecommunications and business customer sector is desirable
• Understanding of the different types of fixed network technologies, DSL, VDSL, Ethernet, VPN
• Desirable, experience with Cisco, OneAccess CPE
• Initial experience with ticket-based systems
• Ability to work independently and good teamwork skills
• Passion and affinity for troubleshooting
• Sense of responsibility, commitment and reliability
• Basic experience in C, C++ language
• Good scripting skills (Perl, Python, Make or similar)
• Good communication, strong analytical skills, team oriented, initiative

Responsibilities:

• Incident and Event management of multi-vendor IP, Transmission and Voice network equipment
• Initial troubleshooting of multi-vendor IP, Transmission and Voice network equipment
• Supporting internal and external departments in troubleshooting network and service issues
• Management of order, delivery and cancellation process using prescribed workflows and tools 
• Communication with client end-customers (telephone, hotline, email)
• Communication with client service managers and operations team (telephone, hotline, email)
• Communication with internal and external suppliers and carriers (telephone, hotline, email)
• Initiation, coordination and remote support of field services for installation and troubleshooting
• Timely processing of events and tickets according to prescribed processes and avoiding SLA violations
• Ensuring high quality of ticket processing with adequate documentation as per work instructions
• Incident, Escalation and Prioritization management
• Problem Management to identify and report recurring service and equipment faults
• Create and maintain technical documentation, workflows and processes related to competence area
• Contribute to continuous improvement of operational processes and efficiency
• Support cross domain competence development within the project team
• 24x7 service coverage according to assigned shift schedule
• Out of office time & bank holidays support when necessary