Fixed L1 Technical Support Advisor

Vodafone; Doha; On-site; QAR 180,000 - 240,000; Full time

Job summary

Vodafone Doha seeks an experienced Enterprise Fixed Operations specialist to support and close technical complaints within agreed SLAs. You will track, investigate, and resolve issues for enterprise customers while keeping them informed of progress.

You will log every interaction in CRM, work with vendor field teams, perform health checks, and ensure adherence to SOPs to prevent outages. The role requires telecom engineering background and ITIL/Prince2 familiarity, with 24x7 support

Qualifications

• Engineering degree in telecommunications.
• ITIL or PRINCE2 certifications preferred.
• Alcatel NRS1/NRS2 or Cisco equivalents certification.

Responsibilities

• Provide support to close enterprise fixed and managed service complaints within SLA. 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 and derive solutions to reduce technical complaints; escalate as needed.
• Ensure all technical inventory provisioned for customer is tracked and access controlled; ensure sub-contractor and vendor field teams follow SOPs to resolve complaints.
• Perform regular health checks to avoid outages and support fixed level 1 activities including 24x7 responses, troubleshooting, field visits, and SLA monitoring.

Education

Engineering degree in telecommunications

ITIL or PRINCE2 certifications

Alcatel NRS1 or NRS2 certifications or Cisco Equivalent certifications

Job description

Job Description

Key accountabilities and decision ownership:

• 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. And ensure enterprise customer is always kept informed on technical complaint status.
• Log every customer interaction and field activity in CRM tool. Identify reasons/ root cause for technical tickets and derive solutions to reduce technical complaints. Seek support form technical complaint manager in case of customer escalations
• Ensure all technical inventory provisioned for customer is tracked and access controlled. Also ensure field teams from sub-contractor and managed service vendor are following standard operating procedures to resolve technical complaint from customer.
• Performs related tasks consistent with skills and abilities and general responsibilities as assigned by the Line Manager. And perform regular health checks to avoid uncontrolled outages.
• Provide support and handle all the fixed level 1 activities included and not limited to:
  • Receive customer complaint over call or through ticketing tool. Operating hours for team are 24x7.
  • Call customers for 1st level troubleshooting
  • Book appointment booking for field visit if need
  • Monitor SLAs across multiple field vendors and areas
  • Tracking trouble tickets are closed within agreed SLA – 24 Hours. This is including field visit

Qualifications

Education & Certifications:

• Engineering degree in telecommunications
• ITIL or PRINCE2 certifications are preferable
• Alcatel NRS1 or NRS2 certifications or Cisco Equivalent certifications

Knowledge & Experience:

• Minimum 5 Years of relevant experience in Fixed Operations with telecom Vendors /Operator, with strong follow-up skills and an ability to organize applicable department timelines and follow up with internal and external customer needs
• Knowledge to create training material and troubleshooting guide based on the use case scenarios with good email writing skills and understand technical resolutions & RCA’s when it comes to customer communication.