Front Office Engineer

We're looking for a Front Office Engineer to join our team in Bucharest!Main activities and tasks:Efectively manage the Front Office multi-country activities in line with GNOC functional objectives.Monitor, identify, troubleshoot, diagnose, follow-up and resolve network issues following standard operating procedures and using knowledge support tools.Support continuous, innovative, and proactive Network performance monitoring.Provide multi-country 1st line phone support delivering exceptional and professional customer service and act as a single point of contact for general queries.Ensure all service calls are answered promptly and within the agreed SLAs.Take ownership of incidents/service requests and track/document them using the provided ticketing tools, ensuring also closure and follow-up within agreed timescales.Responsible for emails management regarding network issues and general requests: track, triage, prioritise, match with the on-going corresponding tickets and perform follow-up according to the work procedures in place.Elevate complex and/or high priority incidents or requests to appropriate personnel or support groups for timely resolution.Handle access request forms in order to grant permission to technicians on site for local troubleshooting purposes.Effective collaboration with the other team members, Team Leader and GNOC Manager to ensure overall service quality standards.Understand and work within established Service Level Agreements (SLA) to ensure timely response.Participate in the development and maintenance of Front Office procedures and documentation.Contribute to the continuous improvement and progress of the GNOC team.Working hours are organized in shifts to ensure 24/7 coverage and may include participation in an on-call rota.Flexibility is required to enable the team to operationally cover 24/7 working hours.Required Experience:Ideal but not mandatory: experience in a Network Operation Center or in customer support teams.Specific skills & technical knowledge:Very good spoken and written English language.Basic knowledge on technologies like CDMA, TDMA, GSM, UMTS, and LTE.Basic understanding of Network, Switch, Router, Firewall, TCP/IP protocol, IP security policies.What we offer:Growth Opportunities – Support for learning and career advancement.Work-Life Balance – Flexible hours and hybrid work options.Inclusive Culture – A welcoming, diverse environment where everyone feels valued.Generous Time Off