Fixed Level 1 Technical Support Advisor

Role Overview

The position entails delivering technical assistance for fixed and managed enterprise service complaints, abiding by agreed SLAs to ensure customer satisfaction. Coordination with technical teams and maintaining meticulous records of customer interactions are key aspects of the job.

Responsibilities

• Support resolution of enterprise fixed and managed service technical complaints within agreed service level agreements.
• Collaborate actively with the technical complaints manager to monitor complaint trends by customer segment and keep enterprise clients regularly updated on issue status.
• Document all customer interactions and field operations in the CRM tool, analyze root causes of technical tickets, and develop strategies to minimize recurring complaints.
• Escalate issues promptly to the technical complaints manager when necessary.
• Maintain oversight and access control of technical inventory provided to customers.
• Ensure subcontracted field teams and managed service vendors adhere to standard operating procedures for complaint resolution.
• Perform routine health checks on systems to prevent unplanned outages.
• Manage Fixed Level 1 support tasks including receiving customer complaints via calls or ticketing systems, supporting troubleshooting efforts, and scheduling field visits when required.
• Monitor multiple field vendors to ensure adherence to SLAs, ensuring all trouble tickets are resolved within 24 hours, including any necessary field visits.

Qualifications & Experience

• Possess an engineering degree with a focus in telecommunications.
• Preferably possess ITIL or PRINCE2 certifications.
• Holds Alcatel NRS1/2 or Cisco equivalent certifications.
• At least 5 years experience in Fixed Operations within telecom vendors or operators.
• Strong organizational and follow-up skills to coordinate timelines across departments and meet customer requirements.
• Capability to design training materials and troubleshooting guides based on usage scenarios.
• Proficient in professional email communication and knowledgeable on technical resolutions and root cause analyses concerning customer interactions.