First Line Service Engineer (m/f/d)

Infopulse, part of TietoEvry Create, is inviting a talented professional to join our growing team as a First Line Service Engineer in Bulgaria.

After the intake and first analysis by our Customer Care team, you will ensure further trouble ticket treatment and repair activities within our global portfolio of products. You will be in contact with our customers, proactively and reactively, ensuring that our products and services meet their expectations and that our repair work addresses any issue they might encounter. You will have the opportunity to work in an international environment and be in touch with the top IT and Telecommunication companies in the world.

Areas of Responsibility

• Support and handle customer complaint (B2B environment)
• Propose and introduce network and telecom traffic solutions
• Monitor the service performance on-line, measure the quality of our products and take corrective actions both proactively and reactively
• Identify possible areas of network and process improvements and propose solutions

Qualifications

• Bachelor’s degree in IT, Telecom or a related technical field
• Familiarity with protocols such as ISUP/MAP/SIP/Diameter/API
• Experience with GSM network infrastructure
• Understanding of IP networks and its topology
• Proficiency in English is required to liaise with customers and colleagues

Will be an advantage

• Experience in enterprise support work
• Knowledge of QoS KPI Management

Personal skills

• A passion for fixing technical problems
• Ability to be a team player and share knowledge
• Strong communication skills and flexibility to interact with customers around the globe