Enterprise Fixed Support Specialist (L1) — 24x7 SLA

Vodafone; Doha; On-site; QAR 60,000 - 90,000; Full time

Job summary

Vodafone in Doha seeks an experienced telecom fixed operations specialist to support enterprise complaints, monitor SLAs, and keep customers informed.

You will log interactions in CRM, perform root-cause analysis, coordinate with the technical complaints manager, and ensure SOPs are followed by field teams and subcontractors.

Requirements: engineering degree in telecommunications; ITIL/PRINCE2; NRS1/NRS2 or Cisco certs; 5+ years in fixed operations with telecom vendors.

Qualifications

• 5+ years of relevant experience in Fixed Operations with telecom Vendors/Operator.
• Ability to create training material and troubleshooting guides based on use case scenarios.
• Strong email writing skills and understanding of RCA in customer communications.

Responsibilities

• 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 root causes for technical tickets and derive solutions.
• Ensure all technical inventory is tracked and access controlled; ensure field teams follow SOPs to resolve complaints.
• Perform regular health checks to avoid outages and support 1st level activities (24x7).
• Monitor SLAs across multiple field vendors and areas; ensure trouble tickets close within SLA (24 hours).
• Provide support and handle 1st level troubleshooting, including field visits when needed.

Skills

CRM usage

SLA management

Root cause analysis

Customer communication

Education

Engineering degree in telecommunications

ITIL or PRINCE2 certifications

Alcatel NRS1/NRS2 or Cisco equivalents

Tools

CRM tool

Ticketing system

Job description

Vodafone in Doha seeks an experienced telecom fixed operations specialist to support enterprise complaints, monitor SLAs, and keep customers informed.

You will log interactions in CRM, perform root-cause analysis, coordinate with the technical complaints manager, and ensure SOPs are followed by field teams and subcontractors.

Requirements: engineering degree in telecommunications; ITIL/PRINCE2; NRS1/NRS2 or Cisco certs; 5+ years in fixed operations with telecom vendors.