Fixed L1 Technical Support Advisor

Role Overview

Fixed L1 Technical Support Advisor at Elate. The role operates on a 24x7 basis, handling technical complaints and support escalation for enterprise fixed and managed service customers.

Role Purpose

Handle technical complaints within agreed SLAs with business customers. Conduct vendor review meetings to ensure strict compliance to service SLAs and operating procedures. Visit customer locations when required. Follow troubleshooting steps and escalation matrix to resolve customer issues and provide end-to-end troubleshooting support for all fixed and managed service products.

Key Responsibilities

Complaint Management & SLA Tracking

• Provide support to close enterprise fixed and managed service complaints within agreed SLAs.
• Track and review technical complaints per customer segment with the technical complaints manager.
• Ensure enterprise customers are kept informed on technical complaint status.
• Monitor SLAs across multiple field vendors and areas.
• Track trouble tickets to ensure closure within agreed SLA of 24 hours, including field visits.

Technical Investigation & Resolution

• Log every customer interaction and field activity in CRM tool.
• Identify reasons and root cause for technical tickets and derive solutions to reduce technical complaints.
• Follow troubleshooting steps and escalation matrix to resolve customer issues.
• Seek support from technical complaints manager in case of customer escalations.
• Create training material and troubleshooting guides based on use case scenarios.

Field Operations & Vendor Management

• Ensure all technical inventory provisioned for customers is tracked and access controlled.
• Ensure field teams from sub-contractors and managed service vendors are following standard operating procedures to resolve technical complaints.
• Conduct vendor review meetings to ensure strict compliance to service SLAs and operating procedures.
• Book appointment scheduling for field visits when needed.

First-Level Support

• Receive customer complaints over call or through ticketing tool on 24x7 basis.
• Call customers for first-level troubleshooting.
• Perform regular health checks to avoid uncontrolled outages.

General Responsibilities

• Perform related tasks consistent with skills and abilities as assigned by the Line Manager.

Qualifications & Experience

• Engineering degree in telecommunications.
• Minimum 5 years of relevant experience in fixed operations with telecom vendors or operators.
• ITIL or PRINCE2 certifications are preferable.
• Alcatel NRS1 or NRS2 certifications, or Cisco equivalent certifications.

Skills & Competencies

• Strong follow-up skills and ability to organize applicable department timelines.
• Ability to follow up with internal and external customer needs.
• Email writing skills and understanding of technical resolutions and root cause analysis (RCA) for customer communication.
• Knowledge to create training material and troubleshooting guides based on use case scenarios.

Additional Information

The role provides end-to-end troubleshooting support for the following product categories:

• Standards corporate services including corporate internet, SIPT, IPVPN, EVPN.
• Smart IOT solutions including fleet management and asset tracking.
• Security solutions including anti-DDoS protection (Layer 3 and Layer 7).
• Cloud services including Azure, Amazon, MEEZA.
• Managed services and one-off products including managed PBX, router, social Wi-Fi, smart meters management (Kahramaa).