1st Line Support Engineer

About the Position

R Systems is looking for a talented Support Engineer to join our growing team focused on software development for the telecom industry.

You will enjoy career and professional development opportunities (certifications, workshops, training sessions), the opportunity to work closely with the client’s team and leave your mark on the telecom field, and a supportive working climate, a very talented team, and the chance to be rewarded for outstanding performance.

Responsibilities

• Monitor alarms, alerts, and system performance to ensure service levels are maintained and exceeded, taking remedial action to address issues in accordance with the prescribed processes
• Execute event and analyses reports for various stakeholders
• Escalate issues in line with operational processes to ensure SLA performance is adhered to
• Actively communicate status of issues & events, tracking actions to ensure appropriate audit trail is in place
• Assist in the onboarding of operator integrations

Requirements

• Great customer service skills: as a 1st line support agent, you provide support to users. Customer service skills like empathy and patience help you execute your responsibilities and provide the best support to users
• Analytical skills: resolving complex technical issues requires exceptional analytical skills
• Multitasking skills: as a first line support agent, you handle multiple issues simultaneously. Sometimes, you have to answer customers questions on the phone while drafting an email on how to fix an issue or escalating tickets to 2nd line support
• Exceptional organisation skills: you need to keep accurate records of the types of problems, support and resolutions to be handled. You also have to keep track of escalated tickets and follow up on their progress.

We Offer

• Unbound workplace flexibility: Whether in-office, remote, or hybrid, where you work is entirely up to you! We’ll also provide the proper work equipment to ensure there is no digital barrier you can’t break.
• Work-life balance: We value your personal time, so encourage you to pause and recharge by offering a flexible working schedule, and more.
• Health coverage: Stay healthy and feel always in safe hands with private medical insurance, life insurance, and partial coverage of Multisport card.
• Professional development: Keep your knowledge fresh and achieve your professional goals, with free and unlimited access to Udemy online learning platform. We also provide 5 days off yearly for Udemy professional training, and paid study holidays for bachelor students.
• Building a community: If you know some awesome & talented innovators, recommend them to us and you’re in for a neat referral bonus. We also hope you’ll genuinely like us enough to stick around and enjoy our long-term contribution rewards.
• People-centered offices: Our offices are not only hip and cool, with private and co-working spaces, but also situated in central city locations, so that you can get there easily. Coming to the office is always an opportunity to enjoy some fun activities in the company of your colleagues.
• Food for thought: To feed both your body and brain, we like to organize occasional Lunch & Learn sessions. If these leave you hungry for more, you can always enroll in our mentoring & coaching sessions.
• Healthy rivalry: Running shoes are not included in your welcome kit, but you may need to get a pair ASAP because we take our (inter)company sports competitions very seriously. And if you're competitive but sports are not your forte, you can always join our hackathons or reading marathons.
• A chance to give back: If you’re a charitable soul like us you’ll enjoy planting trees, baking cakes, playing chess, crafting, or donating to a cause in our social community events.
• Lots of fun: Our awesome people may be spread across many countries & cities, but we like to team up for some fun as often as we can. Be it team buildings, parties, or other team events, we take on every opportunity to meet and strengthen our sense of community.

About the Company

R Systems is a global technology and analytics services company. We help our clients achieve speed-to-market, overcome digital barriers, and create business value with our specialized service offerings and consultative business approach.

We speak the language of business as fluently as we do the language of technology. In other words: We speak Digital. Our goal: accelerate our clients’ digital leadership.

At R Systems EU, we embrace diversity. Inclusion is a priority for us, and we are eager to foster an environment where everyone feels valued. We welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Some quick aspects we take pride in:

• 3,000+ EMPLOYEES WORLDWIDE
• YEARS OF EXPERIENCE IN TECHNOLOGY INNOVATION ACROSS BUSINESS SECTORS
• OFFICES IN 12 COUNTRIES IN EUROPE, US, APAC
• DELIVERY HUBS INCLUDING CENTERS OF EXCELLENCE IN ROMANIA, POLAND, MOLDOVA

R Systems is Great Place to Work™ certified

Apply here