Service Desk Engineers

Epsilon Telecoms, the global connectivity provider seek some Service Desk Engineers to join their team who monitor and support all our network infrastructure and customer services.  

Part of the 24/7 Customer Service Center Operations Team, the Service Desk Engineer is responsible for monitoring and support of all Epsilon Network Infrastructure and Customer Services.  Resolving customer network incidents, escalating internally & or to 3rd party suppliers & or vendors, within strict SLAs based on ticket priority, and keeping customer informed during the incident management process. 
 
Key Responsibilities:
 
1) Event & Incident Management  

·       Monitor Epsilon Network infrastructure, including network nodes, leased capacity, access services 

·       Use vendor-specific software and monitoring tools for effective and timely event and fault management 

·       Manage infrastructure and customer network service incidents with the sense of urgency, till resolution and meeting internal SLAs (P1- 4h/ P2-8h resolution time)

·       Communicate clearly and regularly update customers on event/incident progress and resolution

·       Escalate network events and incidents as required, towards  Tier-2 engineers or 3rd party vendors and suppliers 

·       Work on shift rota including 12-hour night shifts

 
2) Request Fulfillment 

·       Assist customers with network service requests when needed 

·       Review Epsilon and 3rd party supplier Planned Work requests and customer impact lists 

·       Notify customers for planned works and supports Engineering team in execution


3) Process and Communication 

 
·       Use Epsilon ticketing system, update incidents with troubleshooting notes, network logs and incident information for tracking and reporting purposes

·       Maintaining effective communication and responses to customers and or internal queries in a timely manner ( P1 tickets, at least every 30 min)

·       Provide inputs to improve existing process and procedures

·       Crafting Customer RFOs based on network events and engagement in customer service management and improvement meetings 

·       Keep all internal databases up to date after a change is performed or noticed

 
Knowledge and Experience

·       Bachelor’s degree in Telecommunications, Computer Science or other Computer Networking related field 

·       At least 6 months  experience as network support engineer,  operations engineer, network administrator or  technical support engineer  

·       Experience in 24/7 network environment 

·       Good understanding of network technologies – Ethernet and/or MPLS 

·       Cisco CCNA or Juniper JNCIA certification would be considered as a strong advantage 

·       SD-WAN product knowledge and experience would be considered as a strong advantage

Skills 

·       Communication and collaboration skills 

·       Good interpersonal skills 

·       Flexible, adaptable and supportive 

·       Team player and problem-solver 

·       Interested in new technologies

Why you should join Epsilon:

Innovative, fun and challenging – these are words that perfectly sum up our culture. You’ll be encouraged to share your ideas, try out new things and build on your existing skill-set.

You will have the chance to play an important role in the ongoing growth of our stable global telecoms business and work alongside an international team who are passionate about delivering a first-class customer experience.

We buy trust-worthy salary surveys each year to ensure our salaries are up to date with the market. Additional benefits: 20 days holiday (rising gradually with years’ experience, up to 23);  An extra day off during the month of your birthday.  Food vouchers for people working 24/7 shifts; Multisport card and UNIQA Health Insurance including dentistry that will be applicable after your 3rd month with the company. A performance bonus and salary indexation will also be applicable end of year.  Applicants requiring 100% remote work will not be considered for this role as you need to get into the office around twice a week to enable greater team collaboration when Covid restrictions so allow.  Night shifts are always covered from home and the shift pattern is 12 hour shifts with 2 days, 2 nights and 4 days off.

Epsilon Telecommunications Ltd are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.

When you apply, please ensure that you send your CV written in English.