Level-1 Technical Support Engineer

Radisys is a global leader in open telecom solutions and a proud Jio Platforms Limited company. We enable service providers to become digital experience providers through open and disaggregated platforms and solutions. Our end-to-end solutions portfolio spans from digital endpoints, disaggregated and open access and core solutions, to immersive digital applications and engagement platforms while our expert services organization delivers full lifecycle services to help service providers build and operate highly scalable and high-performance networks.

Radisys is looking to hire a Level-1 Technical Support Engineer for our Regional Customer Operations EMEA Team. As L1 Support Engineer you will be part of the regional customer operations team in EMEA (Europe, Middle East, Africa). This team is responsible for the delivery of solutions and services, as well as the corresponding support for the Radisys customers in the region. The L1 Support Engineer is responsible for the fulfilment of all local support services, ensuring that all relevant Service Level Agreements and Performance Indicators are met. The role will report to the Head of Regional Customer Operations, EMEA

Key Responsibilities

• Ensure the fulfilment of the contracted support services, in close cooperation with the customer operations team of a Tier-1 Telecom operator and all relevant Radisys organizations (global technical support and engineering departments)
• Ensure that the fault report handling service and helpdesk support is provided according to the customer agreement
• Act as a single point of contact (SPOC) towards the customer, including ticket coordination with relevant 3rd parties
• Ensure that the provisioning of neutralization measures and final solutions for all relevant faults are provided according to the service level agreement

Skills and Experience

• Minimum 5 years of hands-on technical support engineering
• Experience with understanding of troubleshooting & resolving complex network issues
• Ability to work in an on-call environment, with a flexibility to work diverse schedules
• Willingness and flexibility to work beyond normal business hours, managing customer escalations and other customer relevant issues
• Prepare and present all relevant reporting (e.g. key performance indicators, ticket status overviews) for the corresponding customer review meetings
• Established track record as a problem solver and effective team player
• Able to manage escalations in a professional and customer-oriented way
• Good Knowledge of the current fixed line access technology (GPON, XGSPON, Broadband Network Gateway)
• Good knowledge of edge cloud platform technology (Linux, Kubernetes)
• Basic understanding of containerized deployment & solutions
• Very good knowledge of German (spoken and written)
• Fluency in English to facilitate communication with colleagues and external parties

Education Qualifications

College degree in engineering or equivalent practical experience

Location

Germany, Frankfurt Rhine-Main metropolitan area