Fixed L1 Technical Support Advisor

Role overview

Customer support and complaint management

• Track and review technical complaints by customer segment with the technical complaints manager.
• Receive complaints by phone or ticketing tool, perform first-level troubleshooting calls, and seek manager support for customer escalations.
• Log customer interactions and field activity in CRM; identify root causes and develop solutions to reduce technical complaints.

Field coordination and service levels

• Track technical inventory provisioned for customers and control access; ensure subcontractor and managed-service vendor field teams follow standard operating procedures.
• Book field-visit appointments when needed and monitor SLAs across field vendors and areas.
• Track trouble tickets to closure within the agreed 24-hour SLA, including tickets requiring a field visit; perform regular health checks to avoid uncontrolled outages.

Education and certifications

• Engineering degree in telecommunications.
• ITIL or PRINCE2 certifications are preferable.
• Alcatel NRS1 or NRS2 certification, or an equivalent Cisco certification.

Experience and skills

• Minimum five years of relevant fixed-operations experience with a telecommunications vendor or operator.
• Strong follow-up skills and ability to organize department timelines and meet internal and external customer needs.
• Ability to create training materials and troubleshooting guides based on use cases; good email writing skills and ability to explain technical resolutions and root-cause analyses to customers.