Reporting to the Fixed Customer Services Lead the role holder will provide technical expertise and support for fixed-line broadband services (such as FWA, FTTH, FTTB, and cable services). They will work closely with customers, partners, and internal teams to ensure timely resolution of technical issues, seamless service fulfillment, and enhanced customer satisfaction. They will act as a key point of contact for managing escalations, providing troubleshooting expertise, supporting service delivery to first line teams, dispatchers and technicians on ground while ensuring smooth collaboration between multiple stakeholders involved in service delivery.
Bachelor’s degree in engineering, computer science, BSc Electronics, Telecoms, MIS, or any related technical field.
CCNP, CCIP, CCVP, HCNA, CWNA will have added advantage or equivalent certification.
At least 2 years’ experience in technical support and preferably for an Internet Service provider, telecommunication services provider or equivalent.
Familiarity and experience with FTTx, GPON & wireless access technologies.
In-depth knowledge of fixed broadband technologies (e.g., FWA, FTTH, FTTB, cable), including understanding the technical aspects of provisioning, fault isolation, and troubleshooting.
Strong troubleshooting skills to diagnose and resolve both simple and complex technical issues with broadband services.
A deep commitment to customer satisfaction, ensuring that issues are addressed promptly and professionally, with a focus on creating positive experiences.
Previous experience in a technical support or customer service role, preferably in the telecom or broadband industry.
Familiarity with service management software, CRM systems, ticketing platforms, Network Management systems (NMS), and remote diagnostic tools.
Technical certifications (e.g., Cisco, CompTIA Network+, or similar) in networking or telecommunications.
Knowledge of troubleshooting techniques specific to fixed broadband technologies.
Experience with service level agreements (SLAs) and performance metrics management.
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