IoT 1st Line Operations Engineer

Your day to day:

• Interface with the customer via the defined channels and collect customer raised issues.
• Accountable for the resolution of the customer raised incidents.
• Resolve them or escalate to second line and follow-up until resolution.
• Communicate the incident details to the customer in a customer friendly language.
• Continuously improves the service offered to our IoT customers.

The working hours include night shifts, in rotation obviously.

With these activities you will have a great impact on our business:

• Collect all relevant info from the customer.
• Understand the customer issue and confirm it/map it to the error logs or reproduce it in the systems (Portal, etc.).
• Understand the urgency and impact for the customer; prioritize based on product type.
• Resolve customer raised issues; where not possible, escalate to second line and follow-up on the resolutions.
• Gather similar issues and open a root cause investigation ticket for each category and assign to second line.
• Keep and update a database of known issues/bugs.
• Summarize the ticket info and translate into ‘customer’ language (no technical acronyms, select info needed by the customer).
• Manage customer troubleshooting calls.

With these skills you are a great candidate:

• Core Telecom Networks (2G/3G/4G)
• Roaming call flows for data, voice (classic and volte), SMS
• Experience using packet-tracing software: Wireshark, Ethereal (tcpdump etc).
• Knowledge in Linux/UNIX
• Customer focus and very good English ~B2-C1
• Experience in a multinational environment
• Cisco Certification CCNA (Routing & Switching) - IP networks
• Good understanding of ITIL methodology

Sounds like the perfect job? We’ve got even more to offer:

• Work from Home - hybrid approach 
• Medical and dental services
• Life insurance
• Dedicated employee phone subscription
• Special discounts for gyms and retailers
• Annual Company Bonus 
• Ongoing Education 
• You get to work with tried and trusted web-technology
• Getting in on the ground floor of a technology changing company
• Flexible Vacation

#_VOIS