Fixed L1 Technical Support Advisor
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Key skills for this role
About the Role
Vodafone is hiring a Fixed L1 Technical Support Advisor to provide support for enterprise fixed and managed service complaints. The role involves troubleshooting, tracking tickets, coordinating field visits, and ensuring SLA compliance.
Key Skills for This Role
Responsibilities
- Provide support to close enterprise fixed and managed service complaints in agreed SLA’s
- Log every customer interaction and field activity in CRM tool
- Identify reasons/root cause for technical tickets and derive solutions to reduce technical complaints
- Ensure all technical inventory provisioned for customer is tracked and access controlled
- Perform regular health checks to avoid uncontrolled outages
- Handle fixed level 1 activities including receiving customer complaints, first level troubleshooting, booking field visits, monitoring SLAs, and tracking trouble tickets
Requirements
- Engineering degree in telecommunications or relevant experience
- Minimum 5 years of relevant experience in Fixed Operations with telecom Vendors/Operator
- ITIL or PRINCE2 certifications are preferable
- Alcatel NRS1 or NRS2 certifications or Cisco Equivalent certifications is an advantage
Full Job Posting
Key Accountabilities
- Provide support to close enterprise fixed and managed service complaints in agreed SLA’s
- Track and review technical complaints per customer segment with technical complaints manager
- Ensure enterprise customer is always kept informed on technical complaint status
- Log every customer interaction and field activity in CRM tool
- Identify reasons/root cause for technical tickets and derive solutions to reduce technical complaints
- Seek support from technical complaint manager in case of customer escalations
- Ensure all technical inventory provisioned for customer is tracked and access controlled
- Ensure field teams from sub contractor and managed service vendor follow standard operating procedures
- Perform any additional project, task or activities assigned/delegated by the Line Manager
- Perform regular health checks to avoid uncontrolled outages
- Provide support and handle all fixed level 1 activities including receiving customer complaints, first level troubleshooting, booking field visits, monitoring SLAs, and tracking trouble tickets
Qualifications
- Engineering degree in telecommunications or relevant experience
- ITIL or PRINCE2 certifications are preferable
- Alcatel NRS1 or NRS2 certifications or Cisco Equivalent certifications is an advantage
- Minimum 5 years of relevant experience in Fixed Operations with telecom Vendors/Operator
- Strong follow up skills and ability to organize applicable department timelines
- Knowledge to create training material and troubleshooting guide based on use case scenarios
- Good email writing skills and understand technical resolutions & RCA’s when it comes to customer communication
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