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Sofia, Bulgaria

Reports To

Service Operations Manager

Overall Job Scope

Part of the 24/7 Customer Service Center Operations Team, the Service Desk Engineer is responsible for monitoring and support of all Epsilon Network Infrastructure and Customer Services. Resolving customer network incidents, escalating internally & or to 3rd party suppliers & or vendors, within strict SLAs based on ticket priority, and keeping customer informed during the incident management process.


  • Event & Incident Management
    • Monitor Epsilon Network infrastructure, including network nodes, leased capacity, access services
    • Use vendor-specific software and monitoring tools for effective and timely event and fault management
    • Manage infrastructure and customer network service incidents with the sense of urgency, till resolution and meeting internal SLAs (P1- 4h/ P2-8h resolution time)
    • Communicate clearly and regularly update customers on event/incident progress and resolution
    • Escalate network events and incidents as required, towards Tier-2 engineers or 3rd party vendors and suppliers
    • Work on shift rotation including 12-hour night shifts
  • Request Fulfillment
    • Assist customers with network service requests when needed
    • Review Epsilon and 3rd party supplier Planned Work requests and customer impact lists
    • Notify customers for planned works and supports Engineering team in execution
  • Process and Communication
    • Use Epsilon ticketing system, update incidents with troubleshooting notes, network logs and incident information for tracking and reporting purposes
    • Maintaining effective communication and responses to customers and or internal queries in a timely manner ( P1 tickets, at least every 30 min)
    • Provide inputs to improve existing process and procedures
    • Crafting Customer RFOs based on network events and engagement in customer service management and improvement meetings
    • Keep all internal databases up to date after a change is performed or noticed
      Knowledge and Experience
    • Bachelor’s degree in Telecommunications, Computer Science or other Computer Networking
      related field
    • At least 6 months experience as network support engineer, operations engineer, network
      administrator or technical support engineer
    • Experience in 24/7 network environment
    • Good understanding of network technologies – Ethernet and/or MPLS
    • Cisco CCNA or Juniper JNCIA certification would be considered as a strong advantage
    • SD-WAN product knowledge and experience would be considered as a strong advantage

Skills and Knowledge

  • Communication and collaboration skills
  • Good interpersonal skills
  • Flexible, adaptable and supportive
  • Team player and problem-solver
  • Interested in new technologies

Apply for Service Desk Engineer (Bulgaria)