L1 Technical Support Advisor
Job in
Doha, Baladīyat ad Dawḩah, Qatar
Listed on 2026-10-22
Listing for:
Vodafone
Full Time
position Listed on 2026-10-22
Job specializations:
-
Customer Service/HelpDesk
Technical Support, HelpDesk/Support, CRM Systems & Management, Computer Repair / Support
Job Description & How to Apply Below
Job Description
- Provide support to close enterprise fixed and managed service complaints in agreed SLA’s. Track and review technical complaints per customer segment with technical complaints manager. And ensure enterprise customer is always kept informed on technical complaint status.
- Log every customer interaction and field activity in CRM tool. Identify reasons/ root cause for technical tickets and derive solutions to reduce technical complaints. Seek support form technical complaint manager in case of customer escalations
- Ensure all technical inventory provisioned for customer is tracked and access controlled. Also ensure field teams from sub-contractor and managed service vendor are following standard operating procedures to resolve technical complaint from customer.
- Performs related tasks consistent with skills and abilities and general responsibilities as assigned by the Line Manager. And perform regular health checks to avoid uncontrolled outages.
- Provide support and handle all the fixed level 1 activities included and not limited to:
- Receive customer complaint over call or through ticketing tool. Operating hours for team are 24x7.
- Call customers for 1st level troubleshooting
- Book appointment booking for field visit if need
- Monitor SLAs across multiple field vendors and areas
- Tracking trouble tickets are closed within agreed SLA – 24 Hours. This is including field visit
- Provide support to close enterprise fixed and managed service complaints in agreed SLA’s. Track and review technical complaints per customer segment with technical complaints manager. And ensure enterprise customer is always kept informed on technical complaint status.
- Log every customer interaction and field activity in CRM tool. Identify reasons/ root cause for technical tickets and derive solutions to reduce technical complaints. Seek support form technical complaint manager in case of customer escalations
- Ensure all technical inventory provisioned for customer is tracked and access controlled. Also ensure field teams from sub-contractor and managed service vendor are following standard operating procedures to resolve technical complaint from customer.
- Performs related tasks consistent with skills and abilities and general responsibilities as assigned by the Line Manager. And perform regular health checks to avoid uncontrolled outages.
- Provide support and handle all the fixed level 1 activities included and not limited to:
- Receive customer complaint over call or through ticketing tool. Operating hours for team are 24x7.
- Call customers for 1st level troubleshooting
- Book appointment booking for field visit if need
- Monitor SLAs across multiple field vendors and areas
- Tracking trouble tickets are closed within agreed SLA – 24 Hours. This is including field visit
- Provide support to close enterprise fixed and managed service complaints in agreed SLA’s. Track and review technical complaints per customer segment with technical complaints manager. And ensure enterprise customer is always kept informed on technical complaint status.
- Log every customer interaction and field activity in CRM tool. Identify reasons/ root cause for technical tickets and derive solutions to reduce technical complaints. Seek support form technical complaint manager in case of customer escalations
- Ensure all technical inventory provisioned for customer is tracked and access controlled. Also ensure field teams from sub-contractor and managed service vendor are following standard operating procedures to resolve technical complaint from customer.
- Performs related tasks consistent with skills and abilities and general responsibilities as assigned by the Line Manager. And perform regular health checks to…
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