Service Assurance

1global; Lisboa; Híbrido; EUR 17 000 - 20 000; Tempo integral

Resumo da oferta

1GLOBAL is seeking a Telecommunications Network Operations Intern to join the Networks Operations team in Lisbon. This hands-on role supports investigation of customer complaints across registration, voice, data, and SMS, and collaborates with cross-functional teams to troubleshoot and resolve network issues.

You will learn by observing experienced engineers, document steps, and contribute to incident handling, SLA adherence, and knowledge base creation in a fast-paced, international telco

Qualificações

• Degree in progress or recently completed in Telecommunications Engineering, Computer Science, Network Engineering, or a related technical field.
• Basic understanding of mobile networks, IP networking, telecom services, or distributed systems.
• Interest in troubleshooting telecom services such as voice, data, SMS, and network registration/attach flows.
• Familiarity with network protocols or tools such as Wireshark is a strong advantage.
• Interest in learning telecom signalling protocols such as SS7, MAP, ISUP, SIP, DIAMETER, and CAP.
• Good analytical and problem-solving skills with attention to detail.
• Ability to organise work, follow priorities, and ask for clarification.
• Strong written and verbal English communication skills.
• Comfortable working with remote teams and cross-functional stakeholders.
• Proactive, motivated, and willing to learn in a fast-moving operational environment.
• Calm and structured approach when dealing with urgent or unexpected situations.
• Team-oriented mindset with a commitment to improvement.

Responsabilidades

• Support investigation and troubleshooting of customer complaints related to registration, voice, data, SMS, and connectivity.
• Assist the Networks Operations team with daily case handling, monitoring, and incident follow-up.
• Help analyse network faults using diagnostic tools, monitoring platforms, logs, and protocol traces.
• Learn and support troubleshooting across telecom signalling flows such as SS7, MAP, ISUP, SIP, DIAMETER, and CAP.
• Escalate complex or high-impact issues to senior engineers, Engineering teams, vendors, or NOC teams with clear context.
• Maintain accurate records of incidents, troubleshooting steps, resolutions, and follow-up actions.
• Support incident response activities, including impact assessment, updates, and post-incident documentation.
• Contribute to root cause analysis by collecting evidence, timelines, logs, traces, and observations.
• Help ensure service issues are handled in line with SLAs and KPIs.
• Collaborate with Customer Services, Customer Success Managers, Engineering, Product, and other teams to support service delivery.
• Create and maintain internal documentation, troubleshooting guides, and knowledge articles.
• Share learnings and best practices to improve operational efficiency.

Conhecimentos

Analytical skills

Problem solving

English communication

Organizational skills

Team collaboration

Proactive learning

Calm under pressure

Formação académica

Telecommunications/CS/Network Eng degree

Ferramentas

Wireshark

Jira

Salesforce

Descrição da oferta de emprego

Telecommunications Network Operations Intern

Service Assurance

Lisbon, Portugal

Full-time

Founded in 2022, 1GLOBAL has rapidly become one of Europe's fastest-growing telecom technology companies, connecting more than 80 million people and devices globally. Our customers include leading banks, multinational enterprises, global retailers, travel companies, payment service providers, and digital-first businesses.

Headquartered in the Netherlands, with R&D hubs in Lisbon, Berlin, and São Paulo, 1GLOBAL employs over 550 professionals across 16 countries. With annual revenues exceeding US$200 million and a strong track record of profitability, we continue to invest in innovation, infrastructure, and international expansion as we redefine the future of global mobile connectivity.

We are looking for a Telecommunications Network Operations Intern to join our Networks Operations team, part of the wider Service Assurance function. This team acts as a 2nd line technical support team, working closely with Customer Services, Customer Success, Engineering, Product, vendors, and NOC teams to troubleshoot and resolve customer-impacting network issues.

You will support the investigation of customer complaints and operational incidents across services such as registration, voice, data, and SMS. This is a hands‑on learning role for someone who wants to build practical experience in telecom operations, incident handling, network troubleshooting, and service assurance.

The ideal candidate is organised, analytical, curious, and calm under pressure. You should be comfortable following guidance from experienced engineers and remote teams, while also being proactive in learning, documenting, and communicating clearly.

About the Role

• Support the investigation and troubleshooting of customer complaints related to registration, voice, data, SMS, and connectivity services.
• Assist the Networks Operations team with daily case handling, monitoring, and incident follow‑up.
• Help analyse network faults using diagnostic tools, monitoring platforms, logs, and protocol traces.
• Learn and support troubleshooting across telecom signalling flows such as SS7, MAP, ISUP, SIP, CAP, DIAMETER, and related network procedures.
• Escalate complex or high‑impact issues to senior engineers, Engineering teams, vendors, or NOC teams with clear and accurate context.
• Maintain accurate records of incidents, troubleshooting steps, resolutions, and follow‑up actions.
• Support incident response activities, including impact assessment, updates, and post‑incident documentation.
• Contribute to root cause analysis by collecting evidence, timelines, logs, traces, and operational observations.
• Help ensure service issues are handled in line with SLAs, operational KPIs, and customer‑impact priorities.
• Collaborate with Customer Services, Customer Success Managers, Engineering, Product, and other operational teams to support smooth service delivery.
• Create and maintain internal documentation, troubleshooting guides, procedures, and knowledge articles.
• Share learnings and best practices with the team to improve operational efficiency and consistency.

Requirements

About You

Must-haves

• Degree in progress or recently completed in Telecommunications Engineering, Computer Science, Network Engineering, or a related technical field.
• Basic understanding of mobile networks, IP networking, telecom services, or distributed systems.
• Interest in troubleshooting telecom services such as voice, data, SMS, and network registration/attach flows.
• Familiarity with network protocols, signalling concepts, or tools such as Wireshark is a strong advantage.
• Interest in learning telecom signalling protocols such as SS7, MAP, ISUP, SIP, DIAMETER, and CAP.
• Good analytical and problem‑solving skills, with attention to detail.
• Ability to organise work, follow priorities, and ask for clarification when needed.
• Strong written and verbal English communication skills.
• Comfortable working with remote teams and cross‑functional stakeholders.
• Proactive, motivated, and willing to learn in a fast‑moving operational environment.
• Calm and structured approach when dealing with urgent or unexpected situations.
• Team‑oriented mindset with a commitment to doing things properly and improving continuously.

Nice-to-haves

• Previous internship, academic project, or hands‑on exposure involving telecom, networking, monitoring, support, or systems operations.
• Basic knowledge of mobile core, RAN, IoT, M2M, eSIM, or roaming environments.
• Experience using ticketing systems such as Jira, Salesforce, or similar tools.
• Exposure to incident management, customer support, or operational reporting.
• Understanding of service KPIs, SLAs, alarms, monitoring, or customer‑impact assessment.

What You Will Learn

• How a 2nd line Networks Operations team supports customer‑facing services.
• Practical telecom troubleshooting across registration, voice, data, and SMS services.
• How incidents are detected, investigated, escalated, and resolved.
• How to analyse traces, logs, monitoring events, and customer‑impact symptoms.
• How Service Assurance teams work with Customer Services, NOC, Engineering, Product, and vendors.
• How to document technical findings clearly and contribute to operational improvement.

Why 1GLOBAL?

• Growth Opportunities:Advance your career in one of the fastest growing telecommunications companies, expanding over 100% year-on-year under the leadership of successful tech entrepreneurs.
• Major Transaction Exposure:Be in the driver’s seat for transactions that will have an impact on the future telco industry.
• Work with a Talented Team:From the Board and the Founders to the Senior Management Team, you will collaborate daily with the most capable and renowned external advisors, and constantly being exposed to talented and driven individuals.
• Dynamic Work Environment:Thrive in a collaborative, fast‑paced workplace where innovation is encouraged, and every contribution counts.
• Professional Development:Work alongside industry experts to enhance your skills and knowledge in a cutting‑edge field.
• International Experience:Gain opportunities to work in different 1GLOBAL offices around the world as you grow within the company.
• Open Communication Culture:Join a team where your ideas are heard, and open dialogue is encouraged, fostering a supportive and transparent work environment.
• Get Things Done Attitude:Be part of a results‑driven team that values efficiency, creativity, and the drive to make a tangible impact in the industry.

1GLOBAL is an equal opportunity employer, we value your character as much as your talent. Diversity drives our innovation, and we offer a collaborative, dynamic, and international work environment. We are excited for you to join our mission to revolutionise connectivity globally.

1GLOBAL is a trading name of 1GLOBAL Holdings B.V.