Fixed L1 Technical Support Advisor

About the role

The Fixed L1 Technical Support Advisor provides first‑line assistance for enterprise fixed‑line and managed‑service complaints, ensuring issues are resolved within agreed Service Level Agreements (SLAs). The role operates 24/7 and acts as the primary liaison between customers, field teams and internal technical managers.

Key responsibilities

• Receive and log customer complaints via phone or ticketing system and initiate first‑level troubleshooting.
• Track, review and close technical tickets within the 24‑hour SLA, coordinating field visits when required.
• Maintain accurate records of all interactions and field activities in the CRM tool.
• Identify root causes, develop solutions and implement preventive health checks to reduce future complaints.
• Ensure technical inventory is provisioned, tracked and access‑controlled for each customer.
• Monitor compliance of subcontractor and managed‑service vendors with standard operating procedures.
• Escalate complex issues to the Technical Complaints Manager and keep customers informed of status.

Required profile

• Engineering degree in Telecommunications.
• Minimum 5 years of experience in Fixed Operations with telecom vendors or operators.
• Strong follow‑up and organizational skills to manage timelines and stakeholder expectations.
• Ability to create training material, troubleshooting guides and clear customer communications.

Required skills

• Telecommunications engineering knowledge.
• ITIL and/or PRINCE2 methodology.
• Alcatel NRS1 or NRS2 certification, or equivalent Cisco certification.
• Proficiency with CRM and ticketing tools.
• Root‑cause analysis and SLA monitoring.
• Health‑check procedures, troubleshooting and field coordination.

What we offer

• Dynamic 24/7 support environment with exposure to enterprise‑level telecom services.
• Opportunities to work with multiple vendors and develop advanced technical expertise.