Consultant Support FAI
Core
Level 2 technical support specialist handling network incident processing, customer complaints, and service restoration for ADSL, FTTH, VOIP, and IPTV services.
Role type
Junior IC network support consultant
Builds
Network service stability and customer satisfaction for retail and enterprise clients
Domain
Telecommunications / Network Operations
Required skills
Network troubleshooting, incident diagnosis, ticket management, customer communication, service restoration, team coordination
Preferred skills
Telecom industry experience, ADSL/FTTH expertise
Technologies
ADSL, FTTH, VOIP, IPTV
Responsibilities
Handle customer complaints for retail and enterprise segments, analyze and resolve network incidents within time constraints, ensure customer satisfaction with timely responses, communicate effectively with clients, identify and diagnose service disruptions, validate Level 1 ticket completeness, support frontline field teams, guide customers through service restoration, qualify tickets before escalation to Level 3 experts, track incidents and analyze trends, pilot a team of technicians and establish operational procedures
Seniority
Junior, entry-level to 1 year experience
