Service Operations Engineer

About the role

A proactive, customer-focused Service Operations Engineer is sought to join the Belgrade office and help maintain a reliable, high-performing network and IT service. As the first point of contact for customer incidents, you will monitor alerts, respond to issues, carry out initial troubleshooting and ensure incidents are resolved or escalated promptly, aiming to resolve or escalate 95% of customer issues within 24 hours. You will work closely with the NetOps and SysOps teams.

The office is in Spanskih boraca, Belgrade, with hybrid working (3 days in the office) and shifts including 06:00-14:00, 14:00-22:00, 22:00-06:00, 09:00-17:00 and 11:00-19:00.

Key responsibilities

• React promptly to alarms from monitoring tools, the ticketing system or email, and keep clear communication with relevant teams during resolution
• Record all network and IT issues with their remedy and report them to the line manager
• Escalate issues to internal or external parties and take proactive steps to prevent network incidents
• Handle customer tickets about network or system issues, do basic troubleshooting and escalate to NetOps or SysOps when advanced analysis is needed
• Work with NetOps and SysOps to ensure smooth issue resolution and ticket flow, and share input on common incident trends
• Maintain detailed records of incidents, resolutions and escalations to build the knowledge base

Required profile

• Bachelor's degree
• Good understanding of troubleshooting network and IT services issues
• Strong communication skills with technical and non-technical teams
• Excellent written and spoken English
• Analytical thinker with strong attention to detail

Required skills

• Ethernet, IP, Broadband and IT technologies
• Ticketing systems such as Jira

What we offer

• Competitive salary
• Remote work up to 2 weeks per year
• 25 days' paid holiday rising to 35, plus extra days for birthday, moving house and volunteering
• Wellbeing platform, private medical insurance, Fit Pass and technology discounts
• Team sports, massages in the office and Sweet Tuesdays