Service Operations Engineer

About the role

We are seeking a proactive, customer‑focused Service Operations Engineer to join our hybrid team in Belgrade. You will be the first point of contact for network and IT service incidents, monitoring alerts, performing initial troubleshooting, and ensuring timely resolution or escalation.

Key responsibilities

• React promptly to alarms from monitoring tools, ticketing systems or email and maintain clear communication with relevant teams.
• Record all network and IT issues, produce reports for the line manager and escalate to internal or external parties as needed.
• Manage incoming customer tickets, conduct basic troubleshooting for network‑related issues and hand over complex cases to NetOps or SysOps.
• Collaborate closely with NetOps and SysOps to ensure seamless issue resolution and provide input on recurring incident trends.

Required profile

• Bachelor’s degree.
• Strong understanding of troubleshooting network and IT service issues.
• Good knowledge of Ethernet, IP, broadband and related IT technologies.
• Experience with ticketing systems such as Jira.
• Excellent written and spoken English and strong communication skills.
• Analytical thinker with great attention to detail.

Required skills

• Ethernet
• IP
• Broadband technologies
• IT service troubleshooting
• Jira ticketing system

What we offer

• Hybrid working model (3 days onsite).
• Opportunity to work with award‑winning broadband provider.
• Recognition as a Great Place to Work (2022‑23).
• Career development within a fast‑growing telecom environment.