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About the Role

We are seeking a technically adept and service-oriented Service Technician / TOC Specialist to join our Technical Operations Center in Berlin-Mitte. Our TOC integrates Network Operations, Security Operations, and Infrastructure Monitoring functions. The team monitors and supports internal and customer-related services across networking, infrastructure, security, telecommunications, cloud, and managed IT. This role is the central TOC focus for telephony and telecommunications, requiring a strong background in VoIP, SIP, SIP-Trunking, PBX/telephony systems, and modern telecommunication services. As part of the TOC, you will monitor services, qualify incidents, perform first-level troubleshooting, coordinate escalations, and support stable operations within a broad managed services environment. You will collaborate closely with Operations Engineers, Network Engineers, System Administrators, Security Specialists, Providers, Partner Companies, and Field Service Teams.

Responsibilities

Monitoring of Netcom-CS and customer infrastructure from our TOC in Berlin-Mitte.
Acceptance, qualification, prioritization, and processing of service requests, system messages, incident tickets, and trouble tickets.
First-level support for managed telecommunications, network, server, cloud, security, and IT services.
Troubleshooting issues related to VoIP, SIP, SIP trunks, PBX/telephony systems, telephony end devices, and network-based telephony services.
Supporting customers with managed telephony, MPLS, SD-WAN, internet, network, cloud, and IT services.
Performing initial incident analyses and coordinating appropriate measures.
Escalating incidents to internal specialist teams, external providers, carriers, manufacturers, or field service teams.
Clear communication with customers regarding incidents, service requests, and escalations.
Documenting incidents, troubleshooting steps, communication, and solutions in the ticketing system.
Contributing to the improvement of monitoring, documentation, operational processes, and knowledge base articles.
Participating in planned on-call duty, approximately once per month.

Requirements

Completed vocational training or comparable professional experience in telecommunications, IT system electronics, IT support, system integration, or a related technical field.
Professional experience with VoIP, SIP, SIP-Trunking, PBX/telephony systems, hosted telephony, unified communications, or IP-based telecommunications.
Experience in a comparable role, such as VoIP/SIP Service Technician, Telecommunications Technician, NOC/TOC Technician, IT Support Technician, or Managed Services Technician.
Good understanding of fundamental network concepts such as TCP/IP, DNS, DHCP, routing, switching, VPNs, firewalls, and LAN/WAN connectivity.
Strong customer and service orientation.
Good troubleshooting skills and the ability to work in a structured manner, even under pressure.
Clear communication skills in German and English.
Independent work style combined with close team coordination.
Good knowledge of Microsoft 365 / Office 365.
Experience with SBCs, softphones, VoIP devices, call routing, number porting, SIP trace analysis, or carrier troubleshooting is advantageous.
Knowledge of MPLS, SD-WAN, WAN, LAN, routing, switching, or network security is advantageous.
Experience with telecommunications providers, carriers, ISPs, MSPs, or managed service environments is advantageous.
Basic knowledge of Linux server administration, Windows Server, virtualization, cloud services, or network storage is advantageous.
Experience with monitoring systems, ticketing platforms, incident management, or ITIL-based processes is advantageous.
Initial exposure to security monitoring, alert handling, or SOC-like escalation processes is advantageous.
Knowledge of SDH, DWDM, or carrier-grade transport technologies is advantageous.

Skills

VoIP
SIP
SIP-Trunking
PBX-/TK-Systemen
Modern telecommunication services
Telecommunications
Network monitoring
Infrastructure monitoring
Security monitoring
Incident management
First-level troubleshooting
Escalation coordination
Managed services
TCP/IP
DNS
DHCP
Routing
Switching
VPNs
Firewalls
LAN/WAN connectivity
Microsoft 365 / Office 365
SBCs
Softphones
VoIP-Endgeräten
Call Routing
Rufnummernportierung
SIP Trace Analysis
Carrier-Troubleshooting
MPLS
SD-WAN
WAN
LAN
Netzwerksicherheit
Linux server administration
Windows Server
Virtualization
Cloud Services
Netzwerkspeicher
Monitoring systems
Ticketing platforms
ITIL
Security Monitoring
Alert Handling
SOC-ähnlichen Eskalationsprozessen
SDH
DWDM
Carrier-Grade-Transporttechnologien

Location

Berlin-Mitte

Work Type

Full-time
Hybrid

Experience Level

Professional experience

Education Level

Completed vocational training or comparable professional experience

Salary/Compensations

Competitive salary
100% of a monthly salary as Christmas bonus
Voluntary special payments

Benefits

2 days home office
32 days of vacation
Special leave for family matters
Office in Berlin Mitte
Flexible working hours
Flextime and part-time options
Permanent employment contract
Company pension scheme
Continued pay in case of illness
Family-like culture
Scope for initiative
Short decision-making processes
Long-term career opportunities

About the Company

Netcom Connected Services GmbH is a leading provider of network, communication, and security technology in the critical infrastructure sector (KRITIS). With our teams, we plan, build, operate, and maintain modern, secure, and highly available solutions for organizations and facilities of outstanding importance for the supply of goods and public safety in Germany.

Equal Opportunity

The formulations in this job advertisement are intended to explicitly include all genders (m/f/d).
Applications from severely disabled people are welcome.