Key Responsibilities
Provide first-level technical support to customers via phone, email, chat, or in person
Troubleshoot internet connectivity, network, hardware, and software issues
Log, track, and update support tickets accurately using the company's ticketing system
Escalate unresolved issues to GNOC, Network Engineers, or Field Engineers when required
Assist customers with device configuration (routers)
Monitor service performance and report recurring faults or outages
Follow up with customers to ensure issues are resolved satisfactorily
Maintain proper documentation of issues, resolutions, and procedures
Support installation, activation, and basic network testing where necessary
Adhere to SLAs, company policies, and service standards.