Poa Internet Technical Support Technician Job
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Poa Internet Technical Support Technician Job
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 center, support field service partners and follow up on network downtimes with the NOC team.
Financial:
None
People:
Individual Contributor
Key SMART Results for A-Player Success
- Ensure all technical issues escalated from Level 1 teams are resolved within 1 hour with detailed updated respective tickets – By the end of Q4 2024
- Escalate 100% issues and patterns associated with network performance and availability to the NOC team for resolution at the end of every 8-hour shift (E.g. sector load/performance issues) – By the end of Q4 2024
- Ensure that all escalated issues with common problems & root causes are identified and proposed resolutions communicated with NOC / Level 1 teams within 1 hour – By the end of Q4 2024
- Ensure all customer complaints that can be resolved on first call resolution are identified and shared to the Technical Operations Manager, at the end of every 8-hour shift, for training of L1 team – By the end of Q4 2024
- Address all technical issues escalated in regard to installation and field support by service partners within 10 minutes during working hours – By the end of Q4 2024
- Support in the creation, management and adherence of detailed departmental documentation and processes – By the end of Q4 2024
Level of Management Experience Required (Mandatory & Nice to Have)
None
Department stage of development where this role sits
Scaling
Key Competencies (H, M, L)
- Have knowledge of routing, switching protocols, IT systems and 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
- Have experience working within a fast-paced high pressure Level 2 support environment in the Telecommunications sector for at least 2 years – H
- 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
How To Apply
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