Fixed L1 Technical Support Advisor

Role overview

This role supports enterprise fixed and managed-service customers from Doha, Qatar. The position is responsible for resolving Level 1 technical issues, keeping customers updated on complaint progress, coordinating with field teams and vendors, and maintaining accurate records of all interactions and activities.

Key responsibilities

• Handle enterprise fixed and managed-service complaints within the agreed service levels and keep track of cases by customer segment in coordination with the technical complaints manager.
• Make sure customers receive timely updates about the status of their technical complaints.
• Record every customer interaction and field activity in the CRM system.
• Analyze the likely cause of technical tickets and work toward solutions that help reduce repeat issues.
• Escalate customer issues to the technical complaints manager whenever additional support is required.
• Monitor provisioned technical inventory to ensure it is tracked properly and access is controlled.
• Ensure subcontractor field teams and managed-service vendors follow standard operating procedures while resolving customer complaints.
• Take on other projects, tasks, or duties assigned by the line manager.
• Carry out regular health checks to help prevent unplanned outages.
• Receive complaints through phone calls or the ticketing platform as part of a 24x7 support operation.
• Contact customers for first-level troubleshooting.
• Arrange field visits when required.
• Monitor SLA performance across multiple field vendors and geographic areas.
• Ensure trouble tickets, including those requiring a field visit, are closed within 24 hours as per the agreed SLA.

Qualifications and experience

The role calls for an engineering degree in telecommunications or equivalent practical experience. A minimum of 5 years of relevant experience in fixed operations with telecom vendors or operators is required. The candidate should be able to follow up effectively, organize timelines across internal and external stakeholders, and communicate technical resolutions clearly to customers.

Preferred certifications and knowledge

• ITIL or PRINCE2 certification is preferred.
• Alcatel NRS1 or NRS2 certification, or an equivalent Cisco certification, is considered an advantage.
• Ability to prepare training materials and troubleshooting guides based on real use-case scenarios.
• Strong email writing skills and the ability to explain technical resolutions and root-cause analysis clearly to customers.

Operating conditions

The support team works on a 24x7 basis.

Additional notes

The role also includes keeping customers informed, coordinating across teams and vendors, and supporting service continuity through proactive health checks.