Fixed L1 Technical Support Advisor
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Key skills for this role
About the Role
VodafoneThree is seeking a Fixed L1 Technical Support Advisor in Doha to provide enterprise fixed and managed service complaint support.
Key Skills for This Role
Responsibilities
- Provide support to close enterprise fixed and managed service complaints in agreed SLAs
- Track and review technical complaints per customer segment with technical complaints manager
- Log every customer interaction and field activity in CRM tool
- Identify root causes for technical tickets and derive solutions to reduce technical complaints
- Ensure all technical inventory provisioned for customer is tracked and access controlled
- Ensure field teams follow standard operating procedures to resolve technical complaints
- Perform regular health checks to avoid uncontrolled outages
- Receive customer complaint over call or through ticketing tool (24x7 operating hours)
- Call customers for 1st level troubleshooting
- Book appointment for field visit if needed
- Monitor SLAs across multiple field vendors and areas
- Track trouble tickets are closed within agreed SLA – 24 Hours including field visit
Requirements
- Engineering degree in telecommunications or relevant experience
- Minimum 5 years of relevant experience in Fixed Operations with telecom Vendors/Operator
- Strong follow up skills and ability to organize timelines
- Knowledge to create training material and troubleshooting guides
- Good email writing skills and understanding of technical resolutions and RCAs
- ITIL or PRINCE2 certifications are preferable
- Alcatel NRS1 or NRS2 certifications or Cisco Equivalent certifications are 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.
- 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.
- 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: receive customer complaint over call or through ticketing tool (24x7), call customers for 1st level troubleshooting, book appointment for field visit if needed, monitor SLAs across multiple field vendors and areas, track trouble tickets closed
Educational Qualification
- Engineering degree in telecommunications or relevant experience.
Professional Certifications and Licensure
- ITIL or PRINCE2 certifications are preferable.
- Alcatel NRS1 or NRS2 certifications or Cisco Equivalent certifications are an advantage.
Knowledge and Experience
- Minimum 5 Years of relevant experience in Fixed Operations with telecom Vendors/Operator.
- Strong follow up skills and an 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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