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.