Technical Support Technician

Mission Statement for the Role:

Level 2 in-depth troubleshooting and back-end analysis with the aim of providing solutions and recommendations for both customer and technical-related incidents.

Overall Responsibility:

To address and resolve technical escalations from the Contact Centre, Support Field Service partners, and follow up on network downtimes with the NOC team.

People:

Individual Contributor.

Role Responsibilities:

Resolve escalated technical issues from L1 teams within 1 hour, ensuring tickets are updated accurately.

Escalate network performance and availability issues to the NOC team at the end of every 8-hour shift.

Analyse recurring issues, identify root causes, and share resolutions with the NOC and L1 teams within 1 hour.

Respond to installation and field support issues escalated by Service Partners during working hours.

Support the creation and management of departmental documentation and processes.

Academic qualifications required for the role:

Technical certificate in networking/ diploma or degree in networking.

Key competencies required for the role:

Knowledge of routing and switching protocols, IT systems, and radio frequency.

Results-orientated with track record of working in high-pressure business-to-consumer (B2C) technical support environments.

Exceptional interpersonal, verbal and written communication, and conflict resolution skills.

Customer-focused with strong analytical, troubleshooting, & problem-solving skills.

Experience using CRM and remote support tools, with demonstrated end-to-end ownership of escalated customer issues.

Experience working within a fast-paced, high-pressure L2 support environment in the telecommunications sector for at least 2 years.

The ability to communicate technical information in an accessible manner to non-technical employees.

Mandatory criteria with no exceptions to hire:

Must have worked in a business-to-consumer (B2C) technical support team in the telecommunications sector.

Must have at least 2+ progressive years working in a similar setup.

Industries:Information Technology & Services, Internet

Function: Web Development