First Line Support - Midrand at Nexio

Role responsibilities and key focus areas:

• To undertake all Broadband Support related activities in support of the Broadband Products.
• To undertake quality assurance (QA) and control checks during support activities to ensure broadband set-up, delivering a solution fit for purpose, consistent, and compliant with the business standards and guidelines.
• Ensure customer solution modifications are fully regression tested and delivered within committed time to customer or within SLA.
• To attend meetings with customer and business when required.
• Monitor task execution and ensure results are recorded and feedback provided.
• Prepare and maintain relevant documentation, including activity schedules, step by step procedure guide, narrative and written reports, and visual progress charts.
• Liaise with and assist relevant broadband support teams with planning, provisioning and testing activities, problem resolution and root cause analysis.
• Take responsibility for: time management; reporting and monitoring; risk management; issue management; QA and change management.
• Support other team members and associated IT and business resources as appropriate and when required.
• Continually update skills by learning new technologies and techniques relevant to the role.
• Participate in continuous improvement.
• Promote and advocate best practices within the team and throughout the business
• Analyze daily broadband service request reports and ensure appropriate action is implemented to manage SR resolution according to SLA s
• Manage Escalation and Urgent service requests and directed by the Technical Leads within the specified time
• Identify and define new process improvement opportunities
• Managing service requests (SR) from SRM to closure as per prescribed method
• Troubleshooting and Accurately troubleshooting faults
• Assigning SR’s in correct method to 3rdline support
• Feeding back to customer within committed timeline
• Resolving SR within committed timeline
• Feeding back root cause to all stakeholders that are interested in RCA
• Writing root cause analyses reports
• Demand and resource planning
• Reviewing documentation
• Quality assurance
• Providing objective feedback to support teams and line management
• Problem solving
• Working on multiple projects at one time
• Document analysis and communicating findings to technical and non-technical colleagues
• Liaising with other support teams
• Manage SR escalations and urgent requests
• Analyze and understand daily Broadband service request reports for appropriate action
• Ensure accurate completion of customer service requests and follow-up to ensure queries are resolved timeously, as per service level agreement
• Provide effective, efficient and professional service to all our customers (internal and external), both telephonically and through written correspondence
• Ensure customer service level agreements are met and exceeded
• Consistent achievement of agreed productivity as per performance contract
• Display a customer centric attitude

Technical Skills and experience:

• Matric minimum requirement
• National Diploma/Degree in a scientific/information technology discipline (beneficial)
• CCNP certification
• ITIL Foundations (beneficial)
• At least three years customer service experience in a technical role (essential) and Broadband technologies
• At least 3 years 2nd Line Support experience
• SD-WAN experience (beneficial) 
• Practical and systematic approach to work beneficial
• Telecommunications industry experience
• Experience working with OSS/BSS software as end user or from working in the telecommunications sector.
• MUST be willing to work 24/7 rotational shifts