Network Support Engineer: Building Digital Bridges

We are inviting you to become part of a dynamic community of engineers with skills to develop and maintain warm client relationships. This is a permanent position.

About Client:
Content needs an audience and vice-versa. Client is bringing them together. We let the world´s largest operators, content providers, and organizations access-all-areas with our IP transit services. We transport 12 billion minutes of voice per year. We let people roam like they never left home thanks to our global IPX backbone.
Client is an international provider of telecommunication services based in Solna. The largest telecommunications group in the Nordic and Baltic regions.

The Role:
In this role as a Network Support Engineer, you will be part of an international team working in inspiring environments in Solna. We aim to provide the best possible customer experience throughout the onboarding, customer support, service assurance, and billing processes.
Together with our team, you will support our customers through telephone, e-mail or web interface. Apart from troubleshooting, your responsibilities will also include interacting with peers and update customers on a regular basis to resolve each case in an efficient and qualitative way. With your superior ability to satisfy customers, you aim to exceed their expectations.
They are offering you a position where it is possible for you to pick your shifts and create your own schedule.

Key Responsibilities:

• Conduct in-depth analysis and troubleshooting of customer issues.
• Manage the escalation process and maintain ownership throughout.
• Form and lead case-specific task forces to drive incident resolution.
• Maintain detailed case histories and produce Root Cause Analysis and Reason For Outage reports.
• Monitor SLA thresholds and follow up with internal and external stakeholders.
• Handle customer requests via telephone, email, and web interface.
• Log all actions and interactions in the appropriate system.
• Ensure timely resolution or restoration of service.
• Contribute to process improvements and share knowledge within the team.
• Initiate improvements in customer solutions, processes, and networks.
• Uphold company values and code of ethics in daily tasks.
• Communication regularly and effectively with customers and provide updates on ongoing incidents and log all actions taken in the appropriate system

Candidate Profile:

• Experience: 3-5 or more years in a similar role.
• Education: University degree in Network Engineering, Communication Systems, or equivalent technical knowledge and experience.
• Certifications: Industry certifications such as CCNA, CCNP, or similar (Cisco, Juniper, Signaling).

Skills:

• Strong knowledge of IP technologies and telecommunication layers (transmission, voice, roaming, Ethernet).
• Excellent analytical and troubleshooting capabilities.
• Fluent in English (written and spoken) at a highly technical and professional level.
• Ability to handle multiple issues simultaneously and perform under stress.
• Excellent communication and collaboration skills.
• Adaptability to new routines, support systems, and technologies.
• Detail-oriented with a knack for complex technical troubleshooting.
• You have worked with large network management
• Understanding of different network architecture, components and signeting
• A good understanding of a multi-cultural environment and interest to work in such
• An ambition to improve your work environment and routines
• Interest in putting in the effort to connect with your team members to create a positive work environment
• ITIL Knowledge
• Basic Programming skills in Python, SQL etc
• Project management experience
• Lean, Six Sigma, BPM and/or other similar discipline

Preferred Qualifications:

• Fluency in additional languages (e.g., Chinese, Spanish, French).
• ITIL Certification
• Knowledge of VOIP, OSI model and Backbone network 

Working Conditions:
Continuous 24/7/365 shift schedule, including On-Call duty.