Job Description:

• Report and manage L2 support tickets daily, ensuring timely updates to clients and concerned departments.
• Diagnose and resolve all L2/department-assigned tickets with appropriate solutions; escalate exceptions as required.
• Ensure all assigned tickets are properly tracked, documented, and closed within SLA.
• Conduct scheduled and urgent technical and process trainings for L1 and branch operations teams (FV & ONM).
• Perform regular audits of customer tickets, CPE replacements, and support trends.
• Monitor and maintain company and customer SLAs.
• Provide technical assistance to staff and clients via phone, remote support, or in person.
• Troubleshoot system, network, hardware, internet, and software issues efficiently.

Specification:

• Bachelor’s degree (completed or running) in Computer Science, Information Technology, or a related field.
• Minimum 6 months of experience in a similar support or IT role.
• Basic knowledge of system troubleshooting and application support.
• Ability to read and follow technical diagrams and written instructions.
• Strong coordination and communication skills.
• Capable of handling multiple support cases simultaneously.
• Willingness to learn and work with new technologies.
• Ability to prepare weekly and monthly work reports.