GSOC Engineer

This is an entry-level service operations role focused on monitoring telecom infrastructure and applications in a 24/7 operational environment. You will be responsible for identifying incidents through monitoring tools and customer requests, providing first-level technical support, and ensuring timely escalation. The role offers hands-on exposure to telecom operations, IT support, infrastructure monitoring, databases, and Linux environments. You will work with ticketing systems and email-based support channels to acknowledge, investigate, and track customer issues. Strong attention to detail and disciplined incident handling will be essential to maintaining service reliability and customer satisfaction. You will also contribute to operational reporting and keep internal stakeholders informed about incidents, progress, and escalations. This opportunity is well suited to an early-career engineer looking to build practical experience in telecom service operations and technical support.

Accountabilities

• Monitor infrastructure and applications using monitoring tools, alerts, and operational emails to identify incidents and potential service issues.
• Handle customer requests received through ticketing systems and email, ensuring requests are acknowledged and processed according to established procedures.
• Provide first-level technical support by performing initial investigation, troubleshooting, and incident assessment.
• Analyze alerts and reported issues to determine their urgency, impact, and appropriate next steps.
• Escalate alarms, incidents, and unresolved technical issues to the appropriate support level within defined timelines.
• Maintain accurate ticket updates and ensure relevant technical information is documented throughout the incident lifecycle.
• Track customer concerns through to appropriate resolution or escalation while maintaining clear and timely communication.
• Prepare operational reports and provide regular updates on incidents, alerts, and service activities to relevant stakeholders.
• Follow established monitoring, incident-management, and service-support procedures to maintain consistent operational standards.
• Collaborate with other technical teams when additional investigation or resolution support is required.
• Support continuous improvement by identifying recurring issues, operational gaps, or opportunities to improve monitoring and incident handling.

Requirements

• Bachelor’s degree in Electronics Engineering, Computer Engineering, or a related technical discipline.
• 0–1 year of relevant experience in the telecom or IT industry; fresh graduates with relevant technical knowledge may also be considered.
• Basic to intermediate knowledge of Linux and command-line interfaces (CLI).
• Basic to intermediate SQL knowledge, with familiarity with databases such as SQL and Oracle.
• Basic understanding of telecommunications concepts, including GSM and mobile network fundamentals.
• 0–1 year of experience in Tier 1 or Tier 2 technical support is an advantage.
• Basic understanding of operating systems and common Microsoft Office applications.
• Strong analytical and problem-solving skills with an interest in investigating technical incidents.
• Good attention to detail and ability to follow structured processes in a 24/7 support environment.
• Clear written and verbal communication skills for handling customer requests, ticket updates, escalations, and stakeholder reporting.
• Ability to work effectively across rotating 24/7 shifts and respond reliably to operational alerts and customer issues.
• Willingness to learn new telecom, infrastructure, monitoring, and service-management technologies.