Telecom and network engineer - English speaker

Key Responsibilities:

1. Incident Management:
   • Handle unitary consumer and business complaints related to ADSL, FTTH, and associated services (VOIP, IPTV, etc.).
   • Analyze, diagnose, and resolve incidents within the required time constraints, aiming for a quick resolution and minimizing customer inconvenience.
   • Ensure that customer inquiries and complaints are addressed with relevant and accurate responses, ensuring customer satisfaction.
   • Provide technical support to the customer service team and first-level field teams to ensure effective troubleshooting and resolution.
2. Ticket Management:
   • Review and ensure that level 1 tickets are complete, correctly progressing, and have accurate information.
   • Qualify tickets before escalating to Expert Level 3 services. This involves performing initial analysis and diagnosis to make sure the problem is correctly identified.
   • Monitor incidents through an incident database, ensuring proper tracking, reminders, and trend analysis. This includes gathering data for preventive actions where necessary.
3. Customer Communication & Satisfaction:
   • Maintain clear communication with customers, keeping them informed about the status of their issues and service restoration timelines.
   • Support the customer from start to finish, ensuring issues are resolved and the service is fully restored to their satisfaction.
4. Malfunction and Incident Diagnosis:
   • Identify and diagnose network malfunctions, incidents, and service interruptions, taking the necessary corrective actions to restore the service as quickly as possible.
5. Team Management and Operating Procedures:
   • Manage a team of technicians, providing guidance and ensuring that all incidents and issues are handled efficiently.
   • Implement and enforce operating procedures to ensure consistent, high-quality service delivery.
6. Trend Analysis and Preventive Actions:
   • Analyze incident trends to identify recurring issues, propose and implement preventive actions to minimize future incidents.

Profile Required:

1. Education:
   • Graduate (Bac+3/Bac+5) with a specialization in networks and telecommunications.
2. Experience:
   • Initial experience (such as internships) in handling network incidents is required. Exposure to incident management and troubleshooting in telecoms or IT is highly valuable.
3. Technical Skills:
   • A solid understanding of ADSL, FTTH, and associated technologies (such as VOIP, IPTV) and the ability to quickly diagnose issues related to these services.
   • Basic network troubleshooting skills, including knowledge of common network issues and solutions.
   • Experience with incident management tools and understanding of ticketing systems.
   • Familiarity with telecommunications infrastructure and service provisioning is a plus.
4. Language Skills:
   • Advanced communication skills in English, both written and verbal, are necessary. Ability to communicate technical details effectively to customers and team members.
5. Customer Focus:
   • Strong customer service orientation, with an ability to handle complaints, manage customer expectations, and ensure customer satisfaction.
   • Ability to communicate with customers and provide solutions in a clear, concise manner.
6. Soft Skills:
   • Problem-solving abilities: Able to identify issues quickly and propose solutions.
   • Team management: Experience managing or supporting a technical team, with a focus on collaboration and effective resolution of issues.
   • Attention to detail: Ensuring that tickets are correctly qualified, incidents are properly diagnosed, and accurate reports are maintained.