Service Desk Engineer
Connect44 was founded in the heart of Switzerland. Our goal was to support Telecom Operators and Equipment Manufacturers to design, manage and Optimise Mobile Networks. Starting with some of the first 2G voice networks, we began to grow our team of professionals to equip ourselves for new projects with new technologies and new ways of working. Investing substantial amounts of our budget on training, we started to move into 3G then 4G. Soon came the changes to IP networks, VOIP and preparing networks for large amounts of data by modernisation of old analogue networks to the digital standards. Over the past years Connect44 has steadily developed key longterm partnerships with its clients in many European countries with offices in Switzerland, UK, Germany, France, Romania and Chile.Requirements
Excellent spoken and written Spanish and English language.
Excellent communication skills.
Flexibility and adaptability.
Strong knowledge of Microsoft office suite.
Team player, highly organized and self-managed.
Excellent spoken and written German and/ or French language.
Basic telecommunication knowledge.
Ticketing system experience will be considered a plus.
Previous experience in a customer service/ service desk environment will be a plus.
Perform 24/7 TIS & DAS and mobile network surveillance.
Act as a single point of contact for phone calls, tickets from customers regarding TIS (technical infrastructure system) / DAS (distributed antenna system) incidents, technical escalations and queries.
1st line support – troubleshooting of TIS & DAS related incidents.
Handling access request forms in order to grant permission on site to technicians for local troubleshooting purposes.
Act as a point of contact for the customer's 2nd line support (back-office team).
Escalate complex incidents to the back-office team
Escalate network major incidents related with the TIS & DAS to the Incident management team, according with the incident management process.
Provide remote support for the field service team in the local language.
Provide weekly reports from the ticketing and alarming systems.
Support the Incident and Change management process, being in charge of pre and post planned activities.
Provide regular updates to the customers on activities status in accordance with each agreement.
Report on relevant KPI’s in relation to the agreed levels.