Mission Statement for the Role:
Level 2 in-depth troubleshooting and back-end analysis with the
aim of providing solutions and recommendations for both customer and
technical-related incidents.
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.
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.
How to Apply
