remote
Service Desk Engineer - Telio Management GmbH
Software Engineer
Provide first‑line technical support for network and phone infrastructure, handling remote troubleshooting, device configuration, logistics, and ticket management using ServiceNow and Jira.
About the role
Key Responsibilities
- Install, test, and maintain network cabling (RJ11, COAX, CAT, Fibre) and VoIP phone equipment at customer sites.
- Deliver telephone, email, and remote troubleshooting support, including configuration of phones and network devices.
- Perform remote repairs and preventive maintenance on phone and networking hardware.
- Coordinate and schedule external contractors and service providers for installations and repairs.
- Manage logistics for new, replacement, or defective components, ensuring timely delivery and inventory control.
- Handle ServiceNow and Jira tickets, document technical findings, and create maintenance reports.
Requirements
- Proven experience with network cabling standards and VoIP phone system installation.
- Strong remote troubleshooting skills and ability to configure network/phone devices without on‑site presence.
- Familiarity with ITSM tools, specifically ServiceNow and Jira, for ticket lifecycle management.
- Excellent organizational abilities for logistics and contractor coordination.
- Effective communication skills for supporting customers via phone, email, and remote sessions.