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, pa...