Found Description
The Tier 1 Tech Service Support Engineer serves as the primary technical interface for B2B clients, responsible for incident resolution and service continuity. This role demands a blend of deep technical expertise in IP networking, Broadband and Mobile technology and IT services and strong customer relationship management. The engineer drives operational efficiency by managing end-to-end incident lifecycles, leading technical escalations, and meeting key performance targets such as MTTR, NPS, and SLA compliance to ensure high levels of customer satisfaction.
Duties and Responsibilities
- Act as the first point of contact for B2B customers experiencing technical issues across Core Data, Broadband, Mobile, and IT services.
- Conduct initial troubleshooting, alarm checking, and routine health checks to maintain network connectivity and service quality.
- Perform network diagnostics (ping, traceroute, packet analysis) and restore circuits using logica...
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