Service Operations Engineer

Job title:  Service Operations Engineer

Office location: Spanskih boraca, Belgrade - Hybrid working (3 days in the office)

Shift rota: Shifts include 06:00 - 14:00 / 14:00 - 22:00 / 22:00 - 06:00 / 09:00- 17:00  / 11:00 - 19:00

About the role and the Team: 

We are looking for a proactive and customer-focused Service Operations Engineer to join our team and play a key role in maintaining 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 to the appropriate technical teams. With a strong focus on service quality and customer experience, you will help us maintain network availability and resolve or escalate 95% of customer issues within 24 hours. Working closely with our NetOps and SysOps teams, you will also help identify recurring issues, improve processes, and ensure customers receive a responsive and consistently high standard of service.

What will you be doing?

Incident Management

• React promptly to alarms received from monitoring tools, ticketing system or emails
• Maintain clear communications with relevant teams during the resolution of any network incident
• Keep record of all network and IT issues with the remedy and send report to line manager
• Escalate to relevant internal or external parties to resolve the issue quickly
• Take proactive steps and actions to avoid network incidents
• Reference: N6mcALlZajZ4rA2WZYhADGdMk2p3VEvt3fGCFDLjVHtwHIqSae2ruaXi60kjkS8E

Customer-Related Ticket Handling

• Manage and respond to incoming customer tickets involving network or system issues.
• Conduct basic troubleshooting for network-related tickets and escalate to NetOps if the issue requires advanced analysis.
• Troubleshoot system-related tickets and escalate to SysOps for more in-depth resolution if needed.
• Work closely with NetOps and SysOps teams to ensure seamless issue resolution and efficient ticket flow between levels.
• Provide input on common incident trends to assist in identifying recurring issues and areas for process improvement.
• Maintain detailed records of all incidents, resolutions, and escalations, contributing to the overall knowledge base.

What we are looking for:

• Bachelor's degree
• Good understanding of troubleshooting network & IT services issues
• Good knowledge on Ethernet, IP, Broadband and IT technologies
• Experience with ticketing systems such as Jira.
• Strong communication skills and the ability to interact effectively with both technical and non-technical teams
• Excellent English, written and spoken
• Analytical thinker with strong attention to details

Why work for us?

We're in your corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done!

Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification (2022-23) and UK's Best Workplaces for Wellbeing (2022)

In our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers, now we're more than 700 people. Do you want to be a part of our next adventure?

Some of our key Benefits:

• Competitive salary
• Global Remote working for up to 2 week per year for those who are able to work remotely
• 25 days' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, move house and volunteer
• Access to a wellbeing platform, Rezilient
• Partnership with SOS Children's Village
• Private medical insurance (Permanent employees)
• Fit Pass discount
• Technology discount
• Team sports activities
• Massages in the office
• Sweet Tuesdays

We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.

What happens next?

You apply (please send us your CV in English)
We carefully review your application
We'll get back to you — even if it's a no (for now)