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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. 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.