Tier 2 Network Engineer - EMEA support (Project: SP)

We are currently hiring for our Network Operations Support team in Brno, Czech Republic. This role will primarily perform Network Engineer functions for mostly US based customers as well as most of the world customers, which fall under ETS (Enhanced Transport Service) and Virtual DS1.Our Network Engineers work to answer questions and resolve customer issues, supporting a variety of products and services. A solid understanding of communication media and technology is certainly an advantage but a willingness to learn is more important as training will be provided. However, you must be a good English speaker, thrive in a team environment and gain real satisfaction from helping other people.

Roles and Responsibilities:
• Follow up on trouble tickets for customer and taking ownership of faults through to resolution.
• Ensuring any fault is cleared within required SLA, escalating reported cases as required to meet the SLA.
• Liaison with suppliers and customers in relation to fault resolution and manage the repair process.
• Direct customer interface providing day to day network support.
• Manage initial trouble investigation, isolation and steady state recovery.
• Assists users to identify and solve connection/communication problems.
• Book out tickets to telco vendors for access circuit trouble investigation.
• Provide regular status updates to enterprise and internal customers.

Key Competencies and Skills:
• Background in networking services industry is an advantage.
• Helpdesk Experience is a plus.
• Must be able to communicate effectively with the team, corporate customers of different technical expertise and all levels of management.
• Ability to efficiently resolve customer’s problems and escalate further to tier 2 as per agreed service level agreements; or to other 3rd party as necessary.
• Professionalism always, assertiveness and accountability, good timekeeping, flexibility.
• Ability to work well under pressure, set priorities and comfortable making decisions.
• Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn.
• Excellent English Skills Both Written and Verbal
• Ability to work in 24/7/365 environment.

Education and Qualifications:
Preferred college education with prior experience in network engineering/operations support, fault management, system testing, & technical troubleshooting

Additional Information:
Working hours: 24/7/365 with focus on core US business hours, rotational shift. Shifts are:
07.00 – 15.00
15.00 – 23.00
23.00 – 07.00
Location: Brno