Background information about the job or company (e.g., role context, company overview)

We believe EVERYONE in the world deserves access to the internet and affordable communications. Communications have an incredibly positive impact on improving the lives of individuals and accelerating the economic and social growth of developing countries; yet 4.4 billion people around the world are still unconnected and many more are poorly serviced. ...

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.

• 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.

• 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.

• Technical certificate in networking/ diploma or degree in networking.