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 technical skills 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. Good 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.
• Good 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.
• Regular follow-up with engineering team and third party vendors on escalated CSRs.
• 1-2 years of practical experience in support position ideally in telecommunication industry.
• Experience in Linux operating systems
• Experience with Oracle and/or Couchbase databases.
• Strong IP knowledge including VPN, Firewall, routing, and remote access.
• Proficient in English, both written and spoken
• Basic Understanding of mobile communication technologies (GSM, UMTS, LTE)
• Basic 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.
• A strong commitment to quality.
• Works collaboratively toward shared objectives.
• Experienced in managing escalations.
• Understands complex technical systems and quickly learns new technologies

Observações

Braga (Portugal)