Junior NOC Engineer
On-siteSofia, Sofia-Capital, Bulgaria
Job Summary
Monitor the core network infrastructure of a European telecommunication network in a 24/7 operations centre. Respond to phone, email, and portal communications from customers regarding fibre, wavelengths, and ethernet services. Manage the ticket queue by owning incidents from initial reporting until resolution, updating ticketing systems with quality information, and ensuring SLA targets are achieved. Liaise with internal departments and suppliers during the incident and change management lifecycle to ensure speedy resolution. Proactively track and make supplier escalations as appropriate, while deciding and implementing improvements with your shift team and manager. Manage access and maintenance cases outside of the respective teams' business hours.
Required Qualifications
- A technical degree, apprenticeship or technical customer service experience
- Passionate about good customer experience
- Telecommunications network knowledge is essential, particularly fibre networks
- An ability to self-learn and develop
- Ability to think logically when under pressure
- Ability to interpret large amounts of technical information
- Fluent written and spoken English is essential
- Excellent customer focus and understanding of the culture of an international company in a fast-growing market
Desired Qualifications
- Customer service experience is preferred, using good written and verbal communication
- Other European languages are beneficial
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