Service Desk Engineer [english 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 English language
-Ticketing system experience
-Basic telecommunication knowledge
-Excellent communication skills
-Customer oriented
-Flexibility and adaptability skills
-Strong knowledge of Microsoft office suite
-Team player, highly organised and self-managed

-Perform 24/7 TIS & DAS and mobile network surveillance where required. Act as a single point of contact for phone calls, tickets from customers regarding TIS (technical infrastructure system) /DAS (distributed antenna system) site access requests, escalations and queries
-1st line support – troubleshooting of TIS & DAS related incidents where required
- Handling access request forms across different site bands in order to grant permission on site to technicians for local troubleshooting purposes within agreed SLAs
-Available as part of on-call rota for emergency OOH site access requests
-Manage all Landlord communications relating to site access requests
-Manage access to site (keys, supervision access, outages, etc)
-Facilitation of any outages with Arqiva (or any other 3rd party)
-Arrange site supervision and issue purchase orders to 3rd party providers
-Manage attendance and supervision where required
-Raising of all requests with maintenance teams in relation to post work reports and any other potentially hazardous incident
-Manage escalation for urgent or critical site access
-Documentation of the access (RAMS, POs, etc.)
-Uploading and issuing of RAMS and other certification
-Database update for fields related to access management, i.e. those included at SAR or access restriction
-Monthly reports of managed access authorisations
-Support with Automation initiatives to improve operational efficiency
-Act as a point of contact for the customers 2nd line support (back-office team) where required
-Escalate complex incidents to the back-office team where required
-Escalate network major incidents related with the TIS & DAS to the Incident management team according with the incident management process where required
-Provide remote support for the fields service team in the local language
-Provide weekly reports from the ticketing and alarm systems
-Support the Incident and Change management process, being in charge of pre and post planned activities where required
-Provide regular updates to the customers on activities status in accordance with each agreement
-Report on relevant SLAs / KPIs in relationship to the agreed levels