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 issues escalated from L1 teams are resolved within 1 hour with detailed updated respective tickets – End Q4 2023
• Escalate 100% issues and patterns associated with network performance and availability to NOC team for resolution at the end of every 8-hour shift (E.g. sector load / performance issues) – End Q4 2023
• Ensure that all escalated issues with common problems & root causes are identified and proposed resolutions communicated with NOC / L1 within 1 hour – End Q4 2023
• All customer complaints that can be resolved on FCR are identified and shared to Technical Operations Manager, at the end of every 8-hour shift, for training of L1 team – End Q4 2023
• Address all technical issues escalated in regard to installation and field support by service partners within 10 minutes during working hours – End Q4 2023
• Support in the creation, management and adherence of detailed departmental documentation and processes – End Q4 2023

Department stage of development where this role sits

• Scaling

Key Competencies (H, M, L)

• Have knowledge of routing and switching protocols, IT Systems, Radio Frequency – H
• Results oriented with a track record of working in high pressure Business to Consumer (B2C) Technical Support environment – 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 for 2+ years