Help Desk Specialist - German Speaking

About the role:We are looking for a dedicated specialist with German language proficiency to monitor, diagnose, troubleshoot and resolve network issues in line with standard operating procedures, delivering customer service in both German and English. This is a shift role that requires availability to work in both day and night shifts. Main tasks:Monitor, identify, troubleshoot, diagnose, follow-up and resolve network issues following standard operating procedures and using knowledge support tools.Perform advanced technical qualification for complex incidents and network alarms.Provide 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.Provide remote support for the field service teams.Escalate network major incidents to the Incident Management team according with the incident management process, including performing technical analysis for Major Incidents.Escalate complex incidents to the back-office team.Act as a point of contact for the customer’s 2nd line support (Back-Office team).Proactively manage network faults following industry standard service management processes in a timely manner, achieving/exceeding business required service quality standards.Identify and handover fibre cut incidents to the relevant field operations teams.Monitor network changes to ensure they complete successfully, quickly detect any issues, and coordinate troubleshooting or rollback if needed.Correlate network alarms with impacted B2B services during incidents and changes, to assess service impact and prioritize resolution accordingly.Report on relevant KPI’s in relationship to the agreed levels.Effective collaboration with the Team Leader to ensure overall service quality standards.Provide feedback on the GNOC processes and propose continuous improvements.Perform weekly or as required clearance backlog activities.Required competencies:Very good spoken and written English and German (C1/C2) language.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