Front Office Engineer

Main activities and tasks:

Effectively manage the TDC Front Office activities in line with TDC 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 1st line phone support, delivering exceptional and professional customer service and acting 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 and service requests, tracking and documenting them using the provided ticketing tools, ensuring proper closure and follow-up within agreed timescales.
Manage incoming emails regarding network issues and general requests: track, triage, prioritise, match with corresponding tickets, and perform follow-up according to defined procedures.
Ensure accurate and timely escalation to Level 2 / Incident Management according to the escalation matrix and process timelines.
Validate service restoration after remote troubleshooting or field intervention before incident closure.
Perform initial impact assessment and proper incident classification (severity, priority, affected services/customers).
Ensure proper alarm correlation and noise reduction by applying defined rules and known pattern

Contribute to service assurance KPIs, such as Mean Time to Detect (MTTD) and Mean Time to Restore (MTTR).
Elevate complex and/or high-priority incidents or requests to appropriate personnel or support groups for timely resolution.
Handle access request forms to grant permission to technicians on site for local troubleshooting purposes.
Ensure effective collaboration with other team members, Team Leader, and TDC Manager to maintain overall service quality standards.
Understand and work within established Service Level Agreements (SLA) to ensure timely response and resolution.
Support the handover process between shifts, ensuring all open incidents and actions are clearly communicated.
Participate in the development and maintenance of Front Office procedures and documentation.
Participate in training sessions, audits, and knowledge base updates to maintain technical and procedural accuracy.
Contribute to the continuous improvement and progress of the TDC 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.
Adheres to the internal rules and regulations, policies, procedures, and current workflow within the organization/business unit/team;
Performs other tasks within the scope of the role, as requested by the immediate supervisor, within the limits of own professional competence (e.g., reports, analyses, specific projects, etc.).

ROLE SPECIFICATION
The Front Office Engineer is responsible for the real-time monitoring, detection, and first-line resolution of network incidents to ensure service continuity and compliance with SLAs. The role involves performing initial diagnostics, accurate impact assessment, escalation, and service restoration validation.
Front Office Engineers act as the first point of contact for network issues, ensuring clear communication, precise documentation, and effective collaboration with Level 2 and Incident Management. They also contribute to continuous improvement by maintaining process accuracy, supporting shift handovers, and participating in training and knowledge updates.
Required Education & Trainings:
Finished or ongoing university studies, preferably in a technical area.
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 of mobile technologies (GSM, UMTS, LTE, 5G).

Understanding of Core network domains – CS, PS/EPC, IMS, and VAS – and their role in delivering voice, data, and messaging services.
Familiarity with Core network elements.
Basic understanding of IP networking and security (TCP/IP, routers, firewalls).
Excellent communication skills.
Customer oriented.
Flexibility and adaptability skills.
Strong knowledge of Microsoft office suite.
Team player, highly organized and self-managed