Consultant Support FAI
Core
Level 2 technical support for network incidents across ADSL, FTTH, VOIP, and IPTV services, handling complaints for both individual and enterprise customers.
Role type
Level 2 Network Support Consultant
Builds
Network service restoration and incident resolution for end-users
Domain
Telecommunications / Internet Service Provider
Deliverable
client delivery
Required skills
network troubleshooting, incident analysis, ticket management, customer communication, service restoration, preventive action planning, team leadership
Preferred skills
experience in telecom sector (ISP)
Technologies
ADSL, FTTH, VOIP, IPTV
Responsibilities
Treat individual and enterprise complaints on access and associated services; analyze, diagnose, and resolve network incidents under time constraints; ensure customer satisfaction with timely responses; identify and diagnose service interruptions; implement corrective measures; control Level 1 ticket completeness and progress; support frontline customer service and field teams; accompany end-users until service restoration; qualify tickets before escalation to Level 3 experts; follow up on incidents including trend analysis and preventive action requests; pilot a team of technicians and establish operational procedures.
Seniority
Junior, entry-level to 1 year experience