Empresa:

Mobileum

Descrição da Função

Job Description:

We are looking for a 2nd Level Support Engineer to manage customer service requests (CSRs) and ensure their resolution within defined SLAs, while maintaining high levels of customer satisfaction. The ideal candidate will have strong technical expertise in Linux/UNIX, databases, and telecom protocols. The role involves troubleshooting complex issues, collaborating with internal teams and third-party vendors, and contributing to seamless service delivery for telecom operators. Strong problem-solving skills and a customer-focused approach are essential.

WHAT WE ARE LOOKING FOR

To join our team, YOU must HAVE:

• A degree in Engineering, Information Technology (IT), or a related field, or equivalent experience.
• Excellent customer-oriented mindset with a passion for solving complex technical problems.
• CSR handling to be done in accordance with the agreed SLA's - Response time and Resolution time being the primary KPIs.
• Emergency CSR handling on a 24/7 service level.
• Experience in handling Tier 1 customers.
• Installing patches and Emergency corrections.
• Maintain all the connectivity and account details from a support perspective to provide efficient support
• Develop workarounds to limit customer downtime while a permanent solution can be developed.
• Replicate/diagnose CSRs such that engineering can quickly provide a corrective solution.
• Regular follow-up with engineering team and third party vendors on escalated CSRs.
• Be prime interface to the customer and hold review meetings with the customer on a timely basis.
• Several years of practical experience in support position ideally in telecommunication industry.
• Provide Customer related intelligence back to engineering, marketing and sales on product functionality, performance, reliability and account status
• Strong expertise in Linux operating systems
• Experience with Oracle, PostgreSQL and Couchbase databases.
• Strong IP knowledge including VPN, Firewall, routing, and remote access.
• Proficient in English, both written and spoken
• Understanding of mobile communication technologies (GSM, UMTS, LTE)
• Knowledge of PS mobile core network architectures (LTE/5G).

YOU must BE:

• Maintains a proactive, customer-centric approach.
• Focused, organized, and driven to achieve solutions efficiently.
• Close CSRs on time with a strong commitment to quality.
• Takes ownership and anticipates needs with dedication.
• Works collaboratively toward shared objectives.
• Experienced in managing escalations.
• Understands complex technical systems and quickly learns new technologies.

Observações

Braga (Portugal)