First Line Support

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