Job Description/Specification:
🚀 Be part of a fast-paced enterprise operations environment where you will play a critical role in ensuring seamless delivery of fixed and managed service support. If you have strong telecom operations experience and enjoy resolving technical issues while managing customer expectations, this role is for you.
💼 Key Responsibilities
✅ Support resolution of enterprise fixed and managed service complaints within agreed SLAs.
✅ Track and monitor technical complaints per customer segment in coordination with technical complaint managers.
✅ Ensure customers are consistently updated on complaint status and resolution progress.
✅ Log all customer interactions and field activities accurately in CRM systems.
✅ Identify root causes of technical tickets and propose solutions to reduce recurring issues.
✅ Escalate complex issues to technical complaint managers when required.
✅ Ensure proper tracking and control of customer-provisioned technical inventory.
✅ Monitor field teams and subcontractors to ensure SOP compliance during issue resolution.
✅ Perform regular system health checks to prevent outages and service disruptions.
✅ Handle 1st level support activities including:
- Receiving customer complaints via calls or ticketing systems
- Providing initial troubleshooting support
- Scheduling field visits when required
- Monitoring SLA compliance across vendors
- Ensuring ticket closure within agreed timelines (including 24-hour SLA)
🎓 Requirements
🎓 Engineering degree in Telecommunications or relevant field (or equivalent experience).
💼 Minimum 5 years of experience in fixed operations within telecom operators or vendors.
🛠️ Strong experience in technical troubleshooting and customer complaint handling.
📊 Hands-on experience with SLA monitoring and vendor coordination.
🖥️ Familiarity with CRM/ticketing systems and operational workflows.
📧 Strong communication and email writing skills with ability to explain technical issues clearly.
🛠️ Ability to develop troubleshooting guides and training material based on real case scenarios.
📜 Preferred Certifications
🏅 ITIL or PRINCE2 certification preferred.
🏅 Alcatel NRS1 / NRS2 or Cisco certifications are an advantage.
🚀 Why You'll Love This Opportunity
Work in a dynamic 24/7 enterprise telecom operations environment
Gain exposure to SLA-driven service delivery and vendor ecosystems
Develop strong technical troubleshooting and RCA skills
Be part of a high-impact customer operations team
Build expertise in large-scale telecom service management
👤 Who Should Apply?
This role is ideal for professionals with experience in telecom operations, technical support, or managed services environments.
Candidates who are strong in customer handling, SLA management, and technical problem-solving within fixed network operations will excel in this role.