Front Office Engineer with French

5 days ago

Bucharest, Bucureşti, Romania Connect44 Full time 20,000 - 25,000 per year

Position OverviewConnect44 is seeking a French-speaking Front Office Engineer to join our team in Bucharest. The role is responsible for maintaining infrastructure uptime and improving customer's services through effective maintenance, problem identification and resolution activities.

Job location: Romania, Bucharest

Available Positions: 1 position

Job type: Permanent

Job Ref. Number: FOEF

Description
Main activities and tasks:

  • Effectively manage the Front Office multi-country activities in line with GNOC functional objectives.
  • Monitor, identify, troubleshoot, diagnose, follow-up and resolve network issues following standard operating procedures and using knowledge support tools.
  • Support continuous, innovative, and proactive Network performance monitoring.
  • Provide multi-country 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.
  • Take ownership of incidents/service requests and track/document them using the provided ticketing tools, ensuring also closure and follow-up within agreed timescales.
  • Responsible for emails management regarding network issues and general requests: track, triage, prioritise, match with the on-going corresponding tickets and perform follow-up according to the work procedures in place.
  • Elevate complex and/or high priority incidents or requests to appropriate personnel or support groups for timely resolution.
  • Handle access request forms in order to grant permission to technicians on site for local troubleshooting purposes.
  • Effective collaboration with the other team members, Team Leader and GNOC Manager to ensure overall service quality standards.
  • Understand and work within established Service Level Agreements (SLA) to ensure timely response.
  • Participate in the development and maintenance of Front Office procedures and documentation.
  • Contribute to the continuous improvement and progress of the GNOC team.
  • Working hours are organized in shifts to ensure 24/7 coverage and may include participation in an on-call rota.
  • Flexibility is required to enable the team to operationally cover 24/7 working hours.

Specific Skills & Technical Knowledge

  • Very good spoken and written English 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.

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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