Careers

NOC Support Engineer

Location
Bulgaria

Overall Purpose of Job
It is an exciting time to join our growing Sofia office. This NOC role will be to cover our new 24/7 support facility and so will involve shifts. The incumbent is responsible for responding promptly to all customer fault feedbacks/queries and taking appropriate actions to follow up closely with customers till trouble ticket is closed, therefore maintaining high-quality service standards for the company. 

Key Responsibilities
  • Respond to customer fault feedbacks/queries as first point of contact for the Company, providing excellent customer service and maintaining customer satisfaction.
  • Assist customers with testing and troubleshooting faults, coordinating maintenance activities and facilities’ access, providing test results and network records etc.
  • Liaise with external vendors on complex issues and ensure closure with customers.
  • Monitor system alarms and take prompt actions to investigate the cause and maintain records of actions taken.
  • Monitor datacentre CCTV regularly and report unusual activities immediately.
  • Monitor datacentre alarms regularly and report any system/power failures immediately.
  • Conduct clear/proper handover of outstanding jobs to staff on next shift. 

Job Requirements
  • Diploma in Electronic/Electrical Engineering, Computer Science or relevant discipline with at least 3 years of experience in providing operational support in Telecommunications industry.
  • Experience in similar support and shift environment within telecommunications industry will be advantageous.
  • Able to work 12-hour shifts.
  • Possess experience and understanding of the following systems/networks/technologies as listed will be highly desirable:
    • DWDM, optical layer, L2 and L3 networks and services based on MEF standards (ELINE, ELAN, E-TREE, IEEE 801.1Q, QinQ, MEN / CE Y.1731, GVRP, STP, ERPS).
    • Control switches, Media Gateways, SIP, MGCP/H.248, Voice Compression/Decompression, SIGTRAN (M2PA/M3UA), SS7 Signalling, Session Border Controllers (SBCs), VPN/IPSEC, Dynamic routing protocols BGP, OSPF.
  • Possess “can do” attitude and take actions promptly.
  • Able to multi-task and learn new technologies quickly.
  • Strong communication skills and demonstrate desire to close issues.
  • Able to go the extra mile in providing excellent customer service