Fixed L1 Technical Support Advisor

About the role

The Fixed L1 Technical Support Advisor provides 24x7 first‑line assistance for enterprise fixed‑line and managed‑service complaints, ensuring customers are kept informed and issues are resolved within agreed SLAs.

Key responsibilities

• Receive and log customer complaints via phone or ticketing tool, and conduct first‑level troubleshooting.
• Track, review, and close technical tickets within a 24‑hour SLA, coordinating with field vendors and sub‑contractors.
• Maintain accurate records of all customer interactions and field activities in the CRM system.
• Identify root causes of recurring issues and develop solutions to reduce future complaints.
• Ensure technical inventory is provisioned, tracked, and access‑controlled for each customer.
• Perform regular health checks to prevent uncontrolled outages.

Required profile

• Engineering degree in telecommunications.
• Minimum 5 years of experience in fixed‑line operations with telecom vendors or operators.
• Strong follow‑up skills and ability to manage timelines across internal and external teams.
• Experience creating training material and troubleshooting guides.

Required skills

• ITIL or PRINCE2 certification (preferred).
• Alcatel NRS1 or NRS2 certification, or equivalent Cisco certification.
• Proficiency with CRM tools for logging and tracking tickets.
• Knowledge of telecom network equipment and fixed‑line services.