Fixed L1 Technical Support Advisor

Vodafone Ukraine; Doha; On-site; QAR 90,000 - 130,000; Full time

Job summary

Vodafone Ukraine requires an engineer to support enterprise fixed and managed services, handling complaints and tracking progress 24x7. You will log interactions, diagnose root causes, and coordinate field activities with sub-contractors and vendors.

The role emphasizes SLA adherence, health checks, and clear customer communication. Engineering degree in telecommunications and ITIL/PRINCE2 certs are preferred.

Qualifications

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

Responsibilities

• Provide support to close enterprise fixed and managed service complaints within SLA.
• Log customer interactions in CRM and identify root causes of technical tickets.
• Ensure inventory is tracked and field vendors follow SOPs.
• Perform health checks to prevent outages.
• Handle fixed level 1 activities: receive complaints, perform 1st level troubleshooting, book field visits if needed, monitor SLAs across vendors, ensure tickets close within SLA.

Skills

CRM

Customer service

Troubleshooting

Communication

Education

Engineering degree in telecommunications

ITIL or PRINCE2 certifications preferable

Alcatel NRS1/NRS2 or Cisco equivalent certifications

Tools

Alcatel NRS1/NRS2

Cisco Certification

CRM Tool

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.