Location
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.
Accountabilities
- 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
