Responsibilities
* Handling of customer inquiries by telephone, e‐mail and remote access in compliance with prescribed SLAs
* Regular information to customers on the status of their inquiries and the progress of the solution
* Documentation of the work steps, results of the analysis and customer communication in our ticketing system
* Close collaboration with the back office, RD, Operations and First Level Support
What We Are Looking For
You must have:
* +5 years of practical working experience in the telecommunication industry
* Very good skills in the Windows and Linux operating systems
* Very good knowledge of mobile communication technologies (GSM, UMTS, LTE) and landline technologies (PSTN, ISDN, VoIP)
* Basic knowledge in how to deal with console and scripts (Bash) and python
* Basic knowledge on MicroServices, Kubernetes, Dockers (beneficial)
* Very good IP knowledge (VPN, Firewall, routing, remote access) (beneficial)
* Very strong customer‐orientation and joy in solving complex problems
* Very good knowledge of written and spoken English, further language skills are advantageous
* Experience in handling and administration of 2nd level tickets or equivalent knowledge
* Experience in leadership of international teams (beneficial)
* End to End testing experience (beneficial)
* Mobile communications protocol knowledge (beneficial)
* Experience with (MySQL, MariaDB) databases (beneficial)
You must be:
* Goal and solution orientated and having well‐structured working approach
* Strong persevering and efficient in finalization of working tasks
* Dedicated and proactive with a high personal responsibility
* Self‐dependent and very reliable with a keen capacity for working under pressure
* Very customer‐oriented and proactive
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