Enterprise Technical Support (Level 2)

About the role

This Level 2 Enterprise Technical Support position provides 24x7 scheduled technical assistance by phone and troubleshoots CPE, mobile broadband, IoT, M2M and other ISP-related products and services. It also covers fiber circuits such as router setup, remote support and connectivity troubleshooting, and supports enterprise customers with strict SLAs.

Key responsibilities

• Troubleshoot CPE, mobile broadband, IoT, M2M and other ISP products and services
• Support fiber circuits, including router setup, remote support and connectivity issues
• Coordinate with internal departments for troubleshooting and service restoration
• Handle faults and escalations involving outages, server failures, routers, switches and network incidents
• Manage monitoring systems such as bandwidth monitoring, DDoS notifications and fault alerts
• Follow up on cross-functional investigations and give customers timely updates

Required profile

• Degree or diploma or equivalent with NOC experience; minimum 2 years in a support/service environment
• Customer-focused, able to explain technical information to non-technical people
• Good written and spoken English, team player, willing to work rotating shifts including weekends and public holidays

Required skills

• Mandatory: CompTIA Network+ and ITIL certification
• Preferred: Cisco CCNA, Juniper, Fortigate, Huawei, Meraki and Aruba certifications