Fixed L1 Technical Support Advisor

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

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

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.