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

Key SMART Results for A-Player Success

• Ensure all technical issue escalated from L1 teams are resolved within 1 hour with detailed updated respective tickets – End Q4 2025
• Escalate 100% issues and patterns associated with network performance and availability to the NOC team for resolution at the end of every 8-hour shift (e.g., sector load/performance issues) – End Q4 2025
• All escalated issues with common problems & root causes identified and proposed resolutions communicated with NOC / L1 within 1 hour – End Q4 2025
• All customer complaints that can be resolved on FCR are identified and shared with the Technical Operations Manager at the end of every 8-hour shift for training of the L1 team-  End Q4 2025
• Address all technical issues escalated in regard to installation and field support by Service Partners within 10 minutes during working hours – End Q4 2025
• Support in the creation, management and adherence of detailed departmental documentation and processes – End Q4 2025

Department stage of development where this role sits

Preparing for rapid scale

Key Competencies (H, M, L)

• Have knowledge of routing and switching protocols, IT systems, and radio frequency- H
• Results-orientated with track record of working in high-pressure business-to-consumer (B2C) technical support environments- H
• Exceptional interpersonal, verbal and written communication, and conflict resolution skills- H
• Customer focused with strong analytical, troubleshooting, & problem-solving skills- H
• Have experience using CRM and remote support tools, with demonstrated end-to-end ownership of escalated customer issues- H
• Has experience working within a fast-paced, high-pressure L2 support environment in the telecommunications sector for at least 2 years- H
• The ability to communicate technical information in an accessible manner to non-technical employees-  H

Mandatory Criteria if any, 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.