Back Office Level 1 & 2 Support Specialist

About the Company

Engineering Albania is part of Engineering Group, an international digital transformation organization working with public and private sector clients. The group operates across more than 40 locations worldwide and focuses on solutions for finance, government, healthcare, smart cities, industry, energy and utilities, and media/communication.

Role Overview

This position is for a Back Office Level 1 & 2 Support Specialist with hands-on experience in telecom wholesale environments and service/application delivery processes. The role centers on supporting the full order-to-delivery flow for regulated and wholesale services, while ensuring that incidents, requests, and operational tasks are handled correctly across multiple business systems.

The ideal candidate brings a background in production support, application administration, and telecom operations, along with solid technical understanding and analytical problem-solving ability.

Key Responsibilities

• Deliver first- and second-line back office support for application and service-related issues.
• Track and coordinate order handling, service activation, and lifecycle activities.
• Assist with incident, change, complaint, and security-related workflows.
• Collaborate with network, control room, and IT operations teams to drive issue resolution.
• Support wholesale service delivery activities, including regulated services.
• Investigate issues and analyze data across several platforms.
• Manage tickets and follow through on resolution processes.
• Coordinate with internal teams and external partners in cross-company environments.
• Help ensure operational procedures are executed correctly and that SLA/KPI targets are met.
• Prepare operational reports and maintain supporting documentation for the back office.

Required Experience and Technical Background

The role requires practical experience in telecommunications wholesale and service delivery. Candidates should be familiar with order acquisition, processing, delivery activation workflows, wholesale pre-sales and commercialization processes, telecom service delivery platforms, and regulated order management procedures. Knowledge of wholesale catalogs and reference offers is also important.

Applicants should also have experience in application management activities such as incident management, change management, complaint handling, and security/compliance processes, including familiarity with D.L. 196 and D.L. 152. Experience working in environments involving both internal teams and external partners is expected.

Technical Skills

Hands-on experience with TIBCO is required, ideally with 4–6+ years of exposure. Strong knowledge of Siebel 8 is also needed, with at least 4+ years of experience. A good understanding of PostgreSQL is expected, including advanced knowledge of related languages where possible. Familiarity with XML and JSON is also required, with experience ranging from 1–4+ years depending on depth. The role additionally calls for solid data analysis and troubleshooting skills, plus familiarity with telecom application and service delivery platforms.

Preferred Strengths

Strong problem-solving ability, clear communication, teamwork, attention to detail, and the ability to work in structured, SLA-driven environments are highly valued. Exposure to large telecom wholesale operators, regulated settings, Fibercop or wholesale reference architectures, and complex enterprise ticketing or workflow systems will be considered an advantage.

Working Conditions and Benefits

This is a full-time, permanent role based in Tirana with a hybrid work model that allows a mix of home and office work. Standard working hours are from 9:00 AM to 6:00 PM.

Benefits include competitive compensation based on experience and skills, private health insurance, access to an e-learning platform with seven languages, a friendly and informal team culture, and the opportunity to work in a fast-paced international environment.

Language Requirements

Italian proficiency is required, while English is an added advantage.

Additional Information

Relevant technologies and tools for this role include TIBCO, Siebel 8, PostgreSQL, XML/JSON, SLA management, and KPI reporting.