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
Key SMART Results for A-Player Success
Ensure all technical issue escalated from L1 teams are resolved within 1 hour with detailed updated respective tickets - End Q4 2025
Escalate 100% issues and patterns associated with network performance and availability to the NOC team for resolution at the end of every 8-hour shift (e.g., sector load/performance issues) - End Q4 2025
All escalated issues with common problems & root causes identified and proposed resolutions communicated with NOC / L1 within 1 hour - End Q4 2025
All customer complaints that can be resolved on FCR are identified and shared with the Technical Operations Manager at the end of every 8-hour shift for training of the L1 team- End Q4 2025
Address all technical issues escalated in regard to installation and field support by Service Partners within 10 minutes during working hours - End Q4 2025
Support in the creation, management and adherence of detailed departmental documentation and processes - End Q4 2025
Department stage of development where this role sits
Preparing for rapid scale
Key Competencies (H, M, L)
Have knowledge of routing and switching protocols, IT systems, and radio frequency- H
Results-orientated with track record of working in high-pressure business-to-consumer (B2C) technical support environments- H
Exceptional interpersonal, verbal and written communication, and conflict resolution skills- H
Customer focused with strong analytical, troubleshooting, & problem-solving skills- H
Have experience using CRM and remote support tools, with demonstrated end-to-end ownership of escalated customer issues- H
Has experience working within a fast-paced, high-pressure L2 support environment in the telecommunications sector for at least 2 years- H
The ability to communicate technical information in an accessible manner to non-technical employees-H
Mandatory Criteria if any, 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.