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About the role
Key Responsibilities - Handle technical issues escalated by the L1 Technical Support team. - Diagnose and troubleshoot advanced internet connectivity, Wi-Fi, router, ONU/ONT, GPON, and FTTH-related issues. - Perform remote troubleshooting and configuration of routers, ONUs/ONTs, and networking devices. - Analyze customer complaints related to slow speed, packet loss, latency, frequent disconnections, and service outages. - Monitor network performance and identify recurring issues affecting customer experience. - Coordinate with the NOC, Field Engineers, and Fiber Teams for fault isolation and resolution. - Configure and troubleshoot routers, access points, VLANs, PPPoE, DHCP, DNS, NAT, and port forwarding. - Verify optical power levels, GPON status, and ONU registrations. - Escalate complex issues to L3/NOC with proper diagnostics and documentation. - Maintain accurate ticket updates and ensure SLA compliance. - Guide L1 support executives on troubleshooting procedures and technical solutions. - Prepare incident reports and root cause analysis (RCA) for major service interruptions. - Ensure high customer satisfaction through timely resolution and skilled communication. Interested candidate's can share their resume/CV's on / 8253071086 Compensation: 15,000.00 - 18,000.00 per month Benefits - Paid time off - Provident Fund Work Location: In person .
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