Enterprise Fixed L1 Tech Support Specialist (24x7)

Vodafone Qatar; Doha; On-site; QAR 150,000 - 210,000; Full time

Job summary

Vodafone Qatar is seeking an experienced professional to support enterprise fixed and managed services. You will track and resolve technical complaints, log every interaction in CRM, and ensure timely communication with customers on status and resolution.

You will also supervise inventory, coordinate field teams, and perform health checks to prevent outages, while maintaining 24x7 operational readiness and strict adherence to SLAs.

Qualifications

• Minimum 5 years in Fixed Operations with telecom vendors/operator.
• Strong follow-up skills and ability to manage department timelines.
• Experience creating training material and troubleshooting guides.
• Excellent email writing skills and customer communication.

Responsibilities

• Close enterprise fixed and managed service complaints within SLA; track status and inform customer of progress.
• Log all interactions in CRM; identify root causes and derive solutions; escalate as needed.
• Ensure technical inventory is tracked and field vendors follow SOPs to resolve complaints.
• Perform regular health checks to avoid outages and ensure system reliability.
• Handle fixed level 1 activities: receive complaints, perform 1st level troubleshooting, book field visits, monitor SLAs, track tickets closed within 24 hours.

Skills

Customer service

CRM tools

Troubleshooting

Root cause analysis

Communication

Email writing

Field coordination

SLA management

Education

Engineering degree in telecommunications

ITIL certification

PRINCE2 certification

Alcatel NRS1/NRS2 or Cisco equivalent

Tools

CRM software

Ticketing tools

Job description

Vodafone Qatar is seeking an experienced professional to support enterprise fixed and managed services. You will track and resolve technical complaints, log every interaction in CRM, and ensure timely communication with customers on status and resolution.

You will also supervise inventory, coordinate field teams, and perform health checks to prevent outages, while maintaining 24x7 operational readiness and strict adherence to SLAs.