Fixed L1 Technical Support Advisor

Role overview

Accountabilities and duties

• Support complaints within agreed SLAs, review technical complaints by customer segment, and keep enterprise customers informed.
• Log customer interactions and field activities in the CRM tool; identify ticket root causes and solutions to reduce complaints.
• Escalate customer issues to the technical complaints manager when needed.
• Track customer technical inventory and control access; ensure vendor field teams follow standard operating procedures.
• Perform regular health checks and other duties assigned by the line manager.
• Receive complaints by phone or ticketing tool and make calls for first-level troubleshooting.
• Book field appointments when needed; monitor vendor SLAs and track tickets, including field visits, to closure within 24 hours.

Education and experience

• Engineering degree in telecommunications.
• At least five years of relevant fixed-operations experience with a telecommunications vendor or operator.
• Strong follow-up and organizational skills to coordinate timelines and customer needs.
• Ability to create training materials and troubleshooting guides based on use cases.
• Good email-writing skills and ability to communicate technical resolutions and root cause analyses to customers.

Certifications

• Alcatel NRS1 or NRS2 certification, or equivalent Cisco certification.
• ITIL or PRINCE2 certification is preferred.