Fixed L1 Technical Support Advisor

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

Job Description

• 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

Job Description

• 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

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 & Technical Qualifications

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

Knowledge and 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