About euNetworks and expansion of our operations to Sofia

euNetworks is a critical bandwidth infrastructure provider, a specialist in connecting data centres and critical locations across Europe, and a leading cloud connectivity provider. We build and invest in city and long haul fibre networks and today we own and operate deep fibre networks in 17 cities, with a long haul network spanning more than 66,000 kilometres.

Headquartered in London, with our team of over 350 people located across 7 European countries, we’re excited to be expanding our business to Sofia, our eighth office location. We’re opening a new office and building a team in Bulgaria as we lay the foundations for the next phase of our growth. It’s an exciting time to join euNetworks and our new team will be pivotal to our growth.

We’re developing a new customer centre of excellence in Sofia – an important next step in how we support our existing and new customers. euNetworks serve, support and partner with some of the most discerning users of connectivity in the world – from hyperscalers, cloud service providers, data centre operators, telecom and mobile operators, to media broadcasters and enterprises across a range of sectors. Our customer base is at the centre of technological transformation and we’re building and investing in our networks to support them.

As well as a fantastic opportunity to interact and learn from so many of these large organisations in our customer base, joining euNetworks as we continue our journey offers new Sofia employees great training and development opportunities and being an important part of a multi-functional team spanning the European continent.

The Role

This role will allow you to develop your technical support skills in our Customer Care (NOC) team working alongside Senior NOC Engineers. An ideal position for a technical graduate or customer service technician to develop their career.

You will be part of a team providing outstanding customer service to our customer base of fibre, wavelengths and ethernet services: responsible for great communication to our customers covering Incident Management, Change Management and Service Restoration of network and customer issues.

This is an opportunity to be part of an exciting new growth phase at euNetworks with training opportunities and development available.

What will you be doing?

• Monitoring the core network infrastructure of a European telecommunication network, in a 24/7 operations centre.
• Responding to phone, email and portal communication from our customers.
• Ensuring frequent phone and written communication to our customer during the incident process.
• Updating our ticketing system at required intervals with quality information and following operational guidelines.
• Managing the ticket queue: own and manage incidents from initial reporting until resolution, ensuring SLA targets are achieved
• Manage access requests outside the Access team’s business hours.
• Manage maintenance cases out of maintenance team business hours.
• Proactively track and make supplier escalations as appropriate
• Liaison with other euNetworks departments and our suppliers during incident and change management lifecycle
• Engage other internal groups as required to ensure speedy resolution of incidents
• Decide and implement improvements if needed, together with your shift team and your manager.

Team structure: You will be providing guidance and support to CCA and junior members of the team. You will receive guidance and support from Senior NOC Engineers, NOC Manager, Shift Leaders, CAS, Access, TSS Engineers, Managers and other stakeholders.

 What do we want from you?

• A technical degree, apprenticeship or technical customer service experience is preferred.
• Passionate about good customer experience.
• Customer service experience is preferred, using good written and verbal communication.
• Telecommunications network knowledge is beneficial, particularly fibre networks.
• An ability to self-learn and develop.
• Ability to think logically when under pressure.
• Ability to interpret large amounts of technical information.
• Fluent written and spoken English is essential. Other European languages are beneficial.
• Excellent customer focus and understanding of the culture of an international company in a fast-growing market

If this position is of interest but you don’t think you meet all of the criteria listed, please consider applying still. euNetworks looks to recruit people with the right attitude, potential and ambition and for the right candidate, we will provide further training and support to enable you to develop in the role.

What can we offer you?

We’re a multi-faceted company that has been consistently growing for over 10 years but we remain committed to our company values and hiring people who want to be part of the team and make a contribution.

We invest in our people by offering a range of benefits and development opportunities that are shaped to fit each of the countries we operate in.

Our Family Friendly Policy delivers enhanced and inclusive parental benefits that can viewed here. For more detail on our bonus system, holiday allowance and other leave entitlements contact us directly at [email protected]

Our Love To Learn initiative delivers focused company wide training sessions across a range of skills, suitable for every role and level. These are complemented by individual training and progression plans. We partner with industry specialists to offer comprehensive mental wellbeing support and training.

We offer early career opportunities including apprenticeships, internships and an established graduate programme.

Please let us know if you have any accessibility requirements or questions to assist you through the selection process and your decision making.

Diversity, Equity and Inclusion

Our company values drive our behaviour and form the basis of how we operate our business, work as a team and as individuals. We respect and trust one another and all of our stakeholders. We embrace diversity and inclusion in all that we do. Building a diverse, equitable and inclusive culture is a priority at euNetworks.

We strive to ensure a welcoming environment, where everyone can provide equally respected input, in a safe place, judgment free. Our employees work together through our ‘You Belong Here’ initiative to deliver meaningful developments and programs for the benefit and inclusion of all.

We are proud to be an equal opportunity employer and seek people looking to build a long and meaningful career at euNetworks. We commit to providing each individual with the support, continued learning and the tools to achieve their goals and an environment in which they can thrive.