Fixed L1 Technical Support Advisor – Telecom

About the role

The Fixed L1 Technical Support Advisor will ensure enterprise customers receive timely resolution of fixed‑line and managed‑service complaints. Working 24/7, the role involves close coordination with technical complaint managers, field vendors and internal teams to maintain service quality and SLA compliance.

Key responsibilities

• Provide support to close enterprise fixed and managed service complaints within agreed SLA.
• Track and review technical complaints per customer segment with the technical complaints manager.
• Log every customer interaction and field activity in the CRM tool.
• Identify root causes for technical tickets and propose solutions to reduce complaints.
• Monitor SLA compliance across multiple field vendors and ensure tickets are closed within 24 hours.
• Receive customer complaints via call or ticketing tool, perform first‑level troubleshooting and arrange field appointments as needed.

Required profile

• Engineering degree in telecommunications.
• Minimum 5 years of experience in fixed operations with telecom vendors or operators.
• ITIL or PRINCE2 certification preferred.
• Alcatel NRS1 or NRS2 certification or equivalent Cisco certification.

Required skills

• Cisco equivalent certifications
• Alcatel NRS1 certification
• Alcatel NRS2 certification
• CRM tool usage
• Prince2 methodology
• ITIL framework