About the role:

We are looking for a dedicated German-speaking Network Support Specialist to join our team in Bucharest or Timișoara. In this role, you will be responsible for monitoring, diagnosing, troubleshooting, and resolving network-related incidents in accordance with established standard operating procedures in both German and English. This is a shift role that requires availability to work in both day and night shifts.

Main tasks:

• Monitor, identify, troubleshoot, diagnose, follow-up and resolve network issues following standard operating procedures and using knowledge support tools.
• Perform advanced technical qualification for complex incidents and network alarms.
• Provide 1st line phone support delivering exceptional and professional customer service and act as a single point of contact for general queries.
• Ensure all service calls are answered promptly and within the agreed SLAs.
• Provide remote support for the field service teams.
• Escalate network major incidents to the Incident Management team according with the incident management process, including performing technical analysis for Major Incidents.
• Escalate complex incidents to the back-office team.
• Act as a point of contact for the customer’s 2nd line support (Back-Office team).
• Proactively manage network faults following industry standard service management processes in a timely manner, achieving/exceeding business required service quality standards.
• Identify and handover fibre cut incidents to the relevant field operations teams.
• Monitor network changes to ensure they complete successfully, quickly detect any issues, and coordinate troubleshooting or rollback if needed.
• Correlate network alarms with impacted B2B services during incidents and changes, to assess service impact and prioritize resolution accordingly.
• Report on relevant KPI’s in relationship to the agreed levels.
• Effective collaboration with the Team Leader to ensure overall service quality standards.
• Provide feedback on the GNOC processes and propose continuous improvements.
• Perform weekly or as required clearance backlog activities.

Required competencies:

• Very good spoken and written English and German (C1/C2) language.

What we offer:

• Growth Opportunities – Support for learning and career advancement.
• Work-Life Balance – Flexible hours and hybrid work options.
• Inclusive Culture – A welcoming, diverse environment where everyone feels valued.
• Generous Time Off

Show more
Show less