Service Desk Engineer [german speaking]

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.

Excellent spoken and written German language
Basic knowledge on technologies like CDMA, TDMA, GSM, UMTS, and LTE
Basic understanding of Network, Switch, Router, Firewall, TCP/IP protocol, IP security policies
Excellent communication skills
Customer oriented
Flexibility and adaptability skills
Strong knowledge of Microsoft office suite
Team player, highly organized and self managed

Perform 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 customers 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 fields service team on 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 agreements
Report on relevant KPI’s in relationship to the agreed levels