Overall Responsibility:
To address and resolve technical escalations from the Contact Centre, Support Field Service partners, and follow up on network downtimes with the NOC team.
People:
Individual Contributor.
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Role Responsibilities:
- Resolve escalated technical issues from L1 teams within 1 hour, ensuring tickets are updated accurately.
- Escalate network performance and availability issues to the NOC team at the end of every 8-hour shift.
- Analyse recurring issues, identify root causes, and share resolutions with the NOC and L1 teams within 1 hour.
- Respond to installation and field support issues escalated by Service Partners during working hours.
- Support the creation and management of departmental documentation and processes.
Academic qualifications required for the role:
Technical certificate in networking/ diploma or degree in networking.
Key competencies required for the role:
- Knowledge of routing and switching protocols, IT systems, and radio frequency.
- Results-orientated with track record of working in high-pressure business-to-consumer (B2C) technical support environments.
- Exceptional interpersonal, verbal and written communication, and conflict resolution skills.
- Customer-focused with strong analytical, troubleshooting, & problem-solving skills.
- Experience using CRM and remote support tools, with demonstrated end-to-end ownership of escalated customer issues.
- Experience working within a fast-paced, high-pressure L2 support environment in the telecommunications sector for at least 2 years.
- The ability to communicate technical information in an accessible manner to non-technical employees.
Mandatory criteria with no exceptions to hire:
- Must have worked in a business-to-consumer (B2C) technical support team in the telecommunications sector.
- Must have at least 2+ progressive years working in a similar setup.
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How to Apply
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