Service Engineer (Specialist)

As a Service Engineer (Specialist), you independently handle faults with a focus on voice/UCC and coordinate fixing them in contact with internal units, partners and customers.

• As a Service Engineer (Specialist) (m/f/d), you independently and fully handle faults with a focus on voice/UCC for all standard and some customer-specific products that cannot be solved by known workarounds. Throughout the process you are also in direct contact with internal units, partners and customers.
• As part of incident management or an escalation for larger outages, and also for single faults, you take over the overall E2E coordination and control of fixing the service, including third parties involved, and keep customers informed (de-escalation management).
• You act as a multiplier through side-by-side coaching and independently create and provide work instructions and documents for knowledge management.
• You work on projects such as product upgrades, bids and the development of procedural instructions.

• A completed technical degree or comparable vocational training and several years of professional experience (> 2 years) in telecommunications engineering, electrical engineering or computer science
• Solid knowledge of networks, systems and services in IP/data, Ethernet, routing, switching and mobile communications
• Advanced knowledge of operating SIP trunks, voice gateways, UCC solutions and the protocols for voice transmission and signaling
• Confident use of SIP traces and call flow analysis for fault diagnosis (including with Wireshark).
• Confident use of office applications and willingness to pass on technical expertise in your own area
• High commitment, sense of responsibility and quality awareness, teamwork and reliability.
• Willingness to take on on-call duty.
• Fluent German and good English skills, spoken and written (B1 CEFR or better).