Enterprise L1 Tech Support Specialist

Vodafone; Doha; On-site; QAR 134,000 - 223,000; Full time

Job summary

Vodafone Doha is seeking an experienced technical support professional to close enterprise fixed and managed service complaints within SLA. You will log interactions in the CRM, analyze root causes, and coordinate with field teams and vendors to resolve issues.

Responsibilities include 24x7 support, 1st level troubleshooting, scheduling field visits, and monitoring SLAs for timely resolution. A telecommunications engineering degree with ITIL/PRINCE2 or Cisco/NRS certifications is preferred.

Qualifications

• Engineering degree in telecommunications or equivalent.
• ITIL or PRINCE2 certifications are preferable.
• NRS1/NRS2 or Cisco equivalents are desirable.

Responsibilities

• Provide support to close enterprise fixed and managed service complaints within SLA.
• Log customer interactions and field activity in CRM; identify root causes and derive solutions.
• Ensure inventory is tracked and field teams follow SOPs; coordinate with sub-contractors and vendors.
• Perform health checks to avoid outages; handle 1st level activities including 24x7 support.
• Monitor SLAs and ensure tickets close within 24 hours, including field visits.

Skills

Follow-up skills

Training material creation

Troubleshooting

Email writing

Customer communication

Education

Engineering degree in telecommunications

ITIL or PRINCE2 certifications

Alcatel NRS1/NRS2 or Cisco certifications

Tools

CRM system

Ticketing tool

Job description

Vodafone Doha is seeking an experienced technical support professional to close enterprise fixed and managed service complaints within SLA. You will log interactions in the CRM, analyze root causes, and coordinate with field teams and vendors to resolve issues.

Responsibilities include 24x7 support, 1st level troubleshooting, scheduling field visits, and monitoring SLAs for timely resolution. A telecommunications engineering degree with ITIL/PRINCE2 or Cisco/NRS certifications is preferred.