We at Nova, a very young and dynamic team, the 2nd largest telecom provider in Greece, looking for a “2nd Level B2B Customers Support Engineer” to join our B2B Customers Support team.
What you will do:
• Provide technical support for Telecom Managed Services (Data, Voice, Secure Sdwan etc)
via phone or email for B2B & Wholesale Customers
• Resolve complex customer faults & change services requests
• In collaboration with the competent design teams investigate & escalate software issues
at vendors (Cisco TAC cases, Fortinet etc)
• Escalate Core & Access Network Issues that affect B2B Customers Services
• Deploy S/W upgrades at Network Terminals & Service CPEs or Appliances
• Provide regular customers updates until service restoration & Reason for Outages
Reports (including recommendations)
• Confirm with customers the resolution of faults & change requests
• SLA claims calculation & reporting for VIP Customers
It would be nice if you have:
• BSc or MSc in Computer Science, Information Security or related degree
• Experienced in support of complex Telecom services that involve Network Terminals,
Service CPEs & appliances
• Experience in support of Telecom services based on multi-vendor equipment’s (Cisco,
Fortinet, Mikrotik)
• Basic knowledge of cutting edge Technology SD-WAN & SD-Branch
• Basic knowledge on perimeter Security & Next Generation Firewalls
• Certifications are desirable (Fortinet NSE3/4, Cisco CCNA & CCNP preparation)
• Basic knowledge of IP Telephony & SIP Protocol
• 2 year Hands-on experience in troubleshooting complex Telecom services that are based
on Metro Ethernet Technology & Managed CPEs or Appliances
• Good knowledge of TCP/IP & routing, information security principles & practices. Good
Knowledge on Internet-centric applications & protocols such as: HTTP, SMTP, SSL, SSH,
SNMP, DNS.
• Efficient communication skills with customers and internal stakeholders
• Fluent in English and Greek
• CRM and NMS operation
• Experience on working with multiple Technical Teams collaboration
• Respect, Patience and Deep understanding of Customer needs
What will you get:
- Wellness programs to keep yourself fit.
- Mobile voice and data to talk.
- Discounts on Nova Fixed / Mobile / TV for you, friends, family.
- Private Insurance program to check up your health
- Toddlers allowance to daycare your kids