Lead Support Engineer

Stockholm

Stockholm

Job Description

Multiple positions available

Arelion (formerly Telia Carrier) is one of the world’s leading providers of network infrastructure and services – empowering individuals, businesses, and societies to execute their most critical activities. Our Customer Support Center (CSC) is a single point of contact for incidents and other inquiries for Arelion customers globally. CSC is a technical customer support unit with strong business acumen, and our mission is to deliver world-class customer experience 24/7/365. Are you also passionate about high-quality timely customer support and love digging into complex incidents? If so, we want you in our team!

Lead Support Engineers work side by side with our Customer Support Engineers by providing in-depth technical support and technical analysis be able to steer complex and escalated cases to a faster resolution.

You will report to Head of Customer Support team and will be located in Solna (Sweden).

Tasks and responsibilities

Act as a role model in sharing competence within the entire CSC unit
Initiate, participate in and act as resource in case-specific taskforces
In-depth analysis of incidents
Increased and extended trouble shooting capabilities
Increased ownership of complex cases
Assist the team with escalated cases, especially complicated technically, driving progress in them
Conduct training and mentorship of existing CSC personnel
Train and onboard new joiners in specific technical platforms
Work closely with 2nd and 3rd line units, to secure best practices, lessons learnt and competence sharing

Specific area of expertise / Requirements

Advanced knowledge about Arelion, products and customers
Advanced knowledge about Arelion Network in one or more of these areas: IP, Mobile Data and Transmission
Advanced documented technical knowhow and skills in terms of trouble shooting (e.g. TCP/IP, MPLS, BGP, QoS, DWDM, roaming signaling etc.)

Personal characteristics – soft skills

Ability to take on an operational leadership with need for immediate decisions and execution
Analytical capabilities and drive to turn information into fact-based knowledge
Persistent and self-propelling. You make things happen and capable to coordinate all parties needed in troubleshooting
Good team player with a great sense of responsibility and excellent communicator
Able to handle several issues simultaneously

Qualifications and skills needed

A degree with major in Network Engineering or Communication Systems or a high technical knowledge, experience, understanding and interest of the same
Excellent/ fluent English (written and spoken) on a highly technical & professional level and other languages are a plus
Solid knowledge of IP technologies, as well as other telecommunication technology layers such as transmission, voice, roaming, Ethernet
Highly meriting: Cisco/Juniper certification and/or understanding of signaling

The following skills are meriting:

ITIL knowledge
Basic programming skills in Python, SQL etc
Project management experience

Working hours:

Regular business hours and on-call duty might occur.

Work with great people

Maarit Diridillou

Office Manager

"At Arelion you are surrounded by extremely talented people – it makes the work environment so inspiring!"

Tanuja Rameaux

Head of delivery content

"I love the cultural synergy within the company – it is unique. When you join us, you will feel it’s warmth!"

Sandrine Corbett

Human Resources Manager

"I feel I belong, and I really like the people I work with. This combination empowers me!"

Fabio Bottan

Account Manager

"What I really like about Arelion is the support we get from the company when we promote different ways to do business."

Great Place to Work

Flexible working hours
Hybrid workspace
Health & Wellbeing
A healthy work – life balance approach
Diverse workplace
Equal Opportunity Employer

About the company

From humble beginnings in the early 1990s, we have become connectivity partner of choice to the world’s largest content providers, operators and enterprises. In the past, our network laid the very foundations of the Internet revolution and today it’s enabling digitalization throughout business and society.

Arelion, formerly Telia Carrier, is owned by Polhem Infra, a Swedish investment company backed by some of the largest Swedish public pension funds. We started building our network in 1993, when our Autonomous System, AS1299, was allocated, and we’ve grown organically ever since. Our network now stretches 70,000 kms across Europe, North America and Asia and lets you connect directly to more than 2,300 wholesale customers in more than 125 countries. With more than 450 local access partners around the world, we are the backbone of your business, wherever you are.