Engineer â Level 2 FTTH Support

Job Objectives

• To adhere to all Vox policies, processes and procedures created by Exco to be followed correctly to ensure the ultimate customer service experience.
• To identify, prioritize and resolve incidents or requests of service requests received from customers in need of resolution to their problems.
• To monitor, track and coordinate all Cloud Support functions including tickets, calls, complaints and mail queries from customers and / or Level 1 Support engineers.
• To contribute to problem resolution by giving in-person, hands-on support to managers to enable the first call resolution for customers.
• To support the other team engineers of the Cloud Support Desk in order to have them give the best possible resolutions to customer problems and achieve first call resolution.
• To ensure incidents and service requests are managed effectively to the company's policies and procedures, agree upon technical standard, timeline and first call resolution.
• To continually reduce incident load while enhancing customer experience by following correct procedures and resolving customers' problems the first time around.

Job Skills

Minimum Requirements

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