Front Office Engineer

Position OverviewThe Front Office Engineer is responsible for monitoring and troubleshooting the customer network on a 24/7/365 basis. This role involves handling incident, fault, and problem management activities, ensuring network and service performance, and performing initial diagnostics and restoration. The engineer will track and manage network element and service faults, providing first-level maintenance and restoration while adhering to the network SLA's

Job location: Romania, Timisoara

Available Positions: 4 positions

Job type: Permanent

Job Ref. Number: FOE

Description
This role is responsible of delivering operational results through technical expertise,1st line incident management support, tickets backlog clearance and continual service improvement activities.

Main Activities And 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.
• Participate in the development and maintenance of Front Office procedures and documentation.
• Actively engage in continual service improvement activities.
• Provide feedback on current processes and propose improvements.

Required Education & Trainings

• Finished or ongoing university studies, preferably in a technical area.

Required Experience

• Very good knowledge of Network Operations Center work instructions, procedures and processes.

Specific Skills & Technical Knowledge

• Very good spoken and written English and German (C1/C2) language.
• Very good knowledge on technologies like CDMA, TDMA, GSM, UMTS, and LTE and on the following IT resources: 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