Primary tasks : Technical
Accepting, coordinating, managing technical support and network operations queries, alerts, faults and escalations, to resolution, as per pre-
defined and trained processes.
The engineer will be required to have the technical ability to technically and accurately check and confirm network health, network issues, customer solution service status and failed provisioning errors.
All work will have to be properly and accurately documented once completed, which will be part of the performance per case.
Secondary Task :
Manage fiber build complaints :
Technical Support : Primary task
First line Technical Support :
b) Devising a remedy
c) Liaising with the customer and the relevant contact points
d) Solving FTTH faults
e) Ensuring excellent customer service, and logical thinking to solve problems
Assisting with administrative duties like capturing support ticket data