SERDAO

Start date: ASAP

Engagement: Long term

Working time: Rotation. 5 days/ week, 2 week-offs/ week (24/7 operations)

Locals & Expats are welcome 

Language: Fluent in writing and speaking German

Additional Languages: Proficiency in other languages such as Swedish, German, etc. is a strong advantage

About the Role: Key Responsibilities

• Wi‑Fi Infrastructure Monitoring: Continuously track performance of APs, WLAN controllers, RADIUS servers, SSIDs, and RF metrics via NMS tools.

• Incident Response & Troubleshooting: Respond to alerts for issues like signal degradation, channel interference, or failed authentications; perform initial diagnostics (checking SSID/VLAN config, RF strength, logs).

• Ticket Management: Create, categorize, prioritize, and update tickets using defined SLAs and escalation protocols.

• Escalation & Coordination: Engage Tier 2/3 teams, field technicians, or vendors for escalated issues; maintain clear communication until resolution.

• Pre-Departure Checks and Health Checks: Verify network systems' health and wireless coverage before the departure of a transportation.

• Post‑Maintenance Validation: Verify AP health and wireless coverage after maintenance or configurations.

• 24×7 Shift & On‑Call Support: Participate in rotating shifts and be available on-call to respond to alerts outside business hours.

Qualifications:

• Networking troubleshooting, including Wi-Fi

• Experience of working in a networking and support environment in a customer-facing role

• Intermediate to Advanced data analysis skills utilizing MS Excel

• At least one year of experience working in a Support Desk/1st line role

• Good technical aptitude to help with describing faults to technical experts

• Strong team player with good work ethic, excellent interpersonal and communication skills

• Highly organized self-starter with the ability to prioritize workload to deliver high-quality results to demanding timelines

Required Skills:

• Technical Tools Confidence: Familiarity with wireless monitoring platforms, AP/controller interfaces, WLAN packet analysis (e.g., Wireshark), and ticketing systems.

• Analytical & Diagnostic Skills: Ability to triage issues methodically under time constraints; skillful at identifying root causes for wireless-specific issues.

• Clear Communication: Articulate incident details and status to non-technical stakeholders; escalate effectively when needed.

• Customer‑Centric & Composed: Maintain calm and polite demeanor during outages; ensure updates follow SLAs and meet customer expectations.

• Documentation Discipline: Diligent in recording event data, troubleshooting steps, and adhering to SOPs.

• Team‑Oriented and Adaptive: Comfortable collaborating across teams in a shift-based environment; quick to learn and flexible.

Preferred Skills:

• Experience with additional languages is a strong advantage.