Help Desk Specialist

2 weeks ago

Timisoara Metropolitan Area, Romania Connect44 Full time €40,000 - €60,000 per year

About the role:

We are looking for a dedicated specialist with German language proficiency to monitor, diagnose, troubleshoot and resolve network issues in line with standard operating procedures, delivering customer service 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

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