Front Office Expert (m/f/d)

Your Responsibilities – What You'll Be Doing:

• Monitor, analyze, and resolve network issues following defined processes and using knowledge support tools.

• Perform technical qualification of complex network incidents and alarms.

• Act as the first point of contact via phone, providing professional 1st-level support and outstanding customer service.

• Ensure timely handling of service calls in line with SLA requirements.

• Provide remote support to field service technicians.

• Analyze and escalate major incidents to the Incident Management team.

• Escalate complex issues to the back-office team.

• Serve as a communication bridge to the customer's 2nd-line support (back-office).

• Proactively manage and follow up on network faults using industry-standard service management procedures.

• Identify and hand over fiber cut incidents to field operations teams.

• Monitor ongoing network changes, quickly detect issues, and support troubleshooting or rollback.

• Correlate network alarms with B2B service impacts and prioritize accordingly.

• Create regular KPI and service reports based on agreed targets.

• Collaborate closely with the team lead to maintain high service quality.

• Actively contribute to process improvements and documentation updates.

• Support backlog cleanup and ticket resolution.

• Participate in continuous service improvement initiatives.

Your Profile – What You Bring:

• Ongoing or completed university studies, ideally in a technical field (e.g., IT, telecommunications, engineering).

• Solid understanding of Network Operations Center (NOC) procedures, tools, and workflows.

• Excellent spoken and written English and German skills (C1/C2 level).

• Strong technical knowledge of mobile network technologies (GSM, UMTS, LTE, CDMA, TDMA) and core network components (switches, routers, firewalls, TCP/IP, security policies).

• Strong customer focus and communication skills.

• Self-motivated, well-organized, and a true team player.

• Proficient in Microsoft Office (Outlook, Excel, Word, PowerPoint).

• Willingness to work in shifts and to continue learning and improving.

What We Offer – Why Join Us:

• An international, future-oriented work environment in the telecom sector

• A motivated and collaborative team with strong technical expertise

• Opportunities for personal and professional growth

• Flexibility to contribute your ideas and shape our processes

• Attractive compensation and employee benefits

Ready to take the next step in your career?
We look forward to receiving your application!