Customer Support Engineer

About the position
As a Customer Support Engineer, you will, together with your colleagues, troubleshoot and resolve issues for Telias´ customers. You will be responsible to drive progress in cases and a variety of ongoing task forces. Employees are scheduled on a rolling basis for shift work covering 24/7/365 including On-Call duty. Improving Telias´ way of working is key which is why you are expected to raise various issues. Telia work with continuous improvements, so you need to find change appealing.

Key responsibilities: Perform in-depth analysis and troubleshooting.
Initiate Escalation process, drive progress and overall ownership throughout the process.
Form case specific task forces and drive progress in the incident process
Maintain detailed case history and write Root Cause Analysis and Reason For Outage reports
Keep track of SLA thresholds and commitments and chase information and progress status with other internal units and external providers
Take care of our customers’ requests (incoming by telephone, e-mail, web interface and/or fax)
Log all actions taken, and contacts with customers, in the appropriate system
Be responsible for keeping the fault handling on-going and to push for a resolution/a restoration of the service as soon as possible
Write reason for outage reports to customers upon request
Contribute to the process and routine development and improvements and share knowledge
Actively initiate improvements regarding customer solutions, processes and networks
Exemplify the company values code of ethics in the daily workflow
In this role, you will be hired by Studentwork and work as a consultant at Telia. It´s a full-time position with start as soon as possible and you will be working in inspiring and international environments in Solna.
 
Desired background
To succeed in this role, you have a degree within Network Engineering or Communication Systems or a high technical knowledge, experience, understanding and interest of the same. You have solid knowledge of IP technologies, as well as other telecommunication technology layers such as transmission, voice, roaming and Ethernet. Further you have fluent English (written and spoken) on a highly technical professional level. 

The following skills are meriting:
ITIL knowledge
Cisco/Juniper certification and/or understand of signaling
Other related university studies
Fluency in additional languages such as Chinese, Spanish, Russian, French etc.


As a person you are service oriented and business minded. You are a team player who likes technical trouble shooting just as much as interacting with customers. You explain complex technical matters in a clear and concise manner. Further you have ability to handle several issues simultaneously and perform and cope with stressful environments. You have analytical capabilities and ability to take on an operational leadership with need for immediate decisions and execution. In addition to this, you have ability to learn and adapt to new routines, support systems and technologies.
 
About Studentwork
Studentwork is a leading Nordic recruitment and staffing company specialized in graduates and candidates with up to five years of work experience. We mainly offer positions in the fields of finance, sales/marketing, technology and administration.

We are experts in matching our customers’ needs with our candidates’ qualities and skills. At Studentwork culture always comes first and our business is guided by our values: Always Deliver, Be Creative, Take Responsibility and Share Fun.