Manager of the 2nd Line of Support

Customer Support

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YOUR PROFILE

Working in this position, you will be in charge of leading the entire 2nd Line of Support team at HORISEN, responsible for establishing, creating, updating all internal company processes, ensuring we consistently deliver top-tier support to our customers.

Requirements

  • Degree in Computer Science, Information Technology, Engineering or equivalent
  • Certification in Linux administration
  • Must be able and willing to work shifts (based on an 8-hour per shift rotation, providing 24×7 coverage from Monday to Sunday, including public holidays)
  • Minimum 3 + years of 24/7 NOC and customer handling experience in IT, ISP or Telecom Operation domain
  • Strong operational experience on Jira & Zabbix or other ticketing & NMS platforms
  • Protocol analysis and troubleshooting hands-on skills using protocol analyzers such as Wireshark
  • High proficiency in English (both written and verbal)
  • Ability to work in a fast-paced environment
  • Able to adjust plans as necessary and provide alternative strategies to meet changing operational situations
  • Able to work on his/her own initiative
  • Willing to learn new technologies
  • Strong problem-solving abilities and attention to detail
  • Excellent communication skills to interact with users and explain technical concepts in a clear and concise manner
  • Ability to work independently as well as collaboratively in a team environment

Considered a plus

  • Knowledge of Telecommunications protocols such as SS7/SIP/Diameter/SMPP/HTTP will be considered as an asset

Main responsibilities:

  • Ensure seamless transition for the 2nd line support to cover all products/services offered to customers by organizing and coordinating workflow efficiently
  • Serve as a coach and mentor, equipping the team with essential training, information, and tools necessary to execute their duties effectively
  • Maintain effective communication with internal and external stakeholders via calls/emails/MM and other channels
  • Provide technical expertise for all issues/bugs raised by the 1st line of Support/Sales or CRM
  • Follow up on opened tickets internally as per SLAs till resolution
  • Update the ticketing system with the latest progress/status on all tickets/bugs/inquiries
  • Update customers with progress as per SLAs and provide RCA if required
  • Escalate tickets to relevant teams at the 3rd Line Support according to the internal escalation matrix
  • Work constantly on improving the internal escalation matrix together with other internal stakeholders
  • Establish a work system to ensure that 2nd line support is available 24/7 for our customers
  • Provide reports and analysis on monthly basis to see the overall load/KPIs/problems
  • Assist development teams with the Platform upgrades or other regular maintenance of all our services and products
  • Assistance in UAT and migration when needed
  • Work on internal documentation: troubleshooting guidelines/FAQ etc.
  • Establish and constantly work on improving the 2nd level support internal processes

What you will find with us

At HORISEN we build a workplace that supports, inspires, and encourages our colleagues. We foster a work environment where people are motivated to give their best and feel good about what they do.

Work

Dynamic work in a company with more than 20 years of experience in a future-oriented industry.

Team

A powerful mixture of highly experienced professionals and young team members who are motivated, open-minded, and easy to cooperate with.

Cooperation

A supportive, non-toxic environment with a safe space to share your ideas and opinions

Workplace

A modern working environment with everyday refreshments and a good mood

Competence

Opportunity to grow under the mentorship of colleagues with extensive experience and to make a personal contribution.

Salary

A competitive salary with performance-related improvements and great development opportunities

Opportunity

Chance to contribute to cutting-edge messaging technology development, expand knowledge and master your professional skills.

Social benefits

Private medical insurance including regular check-ups, access to private hospitals etc., for employees’ well-being and self-care

About HORISEN

HORISEN is an award-winning technology software house for retail and wholesale messaging technology. We offer a wide variety of business messaging solutions – feature-rich, carrier-neutral, and sales-driven to messaging companies. With more than two decades of experience and passion for software development, we are revolutionizing messaging business by developing at the edge of technological possibilities.

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Position: Manager of the 2nd Line of Support

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