Fixed L1 Technical Support Advisor

About the role

Provide Level 1 technical support for fixed telecom services, handling enterprise complaints and ensuring SLA compliance. The role operates 24 × 7 and requires logging all interactions in a CRM system.

Key responsibilities

• Resolve enterprise fixed and managed‑service complaints within agreed SLA while keeping customers informed.
• Log every customer interaction and field activity in the CRM tool.
• Identify root causes of technical tickets and propose solutions to reduce future complaints.
• Coordinate with the technical complaint manager and field vendors to ensure SOP compliance and timely field visits.
• Monitor SLA performance across multiple vendors and ensure tickets are closed within 24 hours.

Required profile

• Engineering degree in telecommunications; ITIL or PRINCE2 certification preferred.
• Minimum 5 years of experience in fixed operations with telecom vendors/operators.
• Strong follow‑up and organizational skills, able to create training material and troubleshooting guides.
• Excellent written communication for customer updates and RCA reporting.

Required skills

• Cisco equivalent certifications
• Alcatel NRS1 certification
• ITIL framework
• PRINCE2 methodology
• CRM tool usage
• Ticketing system operation and troubleshooting