Technical Support Representative I

Functional Overview:

As a Technical Support Representative, you will serve as the first line of defense in maintaining service reliability and operational performance across network, application, and infrastructure layers. You will be responsible for monitoring systems, detecting service issues, performing initial triage, and escalating to the appropriate technical teams. This role requires excellent communication, attention to detail, and a proactive approach to service restoration and customer support.

Key Responsibilities:

• Monitor systems, applications, and network dashboards/tools for alarms, anomalies, and outages.
• Perform first-level diagnosis of incidents using established procedures and knowledge bases.
• Open, update, and manage incident tickets in the ITSM system (e.g., ServiceNow, Remedy).
• Escalate issues to Tier II teams based on severity and SLA guidelines.
• Track and follow up on incident resolution, ensuring adherence to SLAs and KPIs.
• Communicate incident status and service impacts to internal teams and customers.
• Document troubleshooting steps, resolutions, and incident timelines accurately.
• Perform health checks and generate daily/weekly operational reports.
• Collaborate with change management and maintenance teams to ensure proactive monitoring during planned events.
• Participate in knowledge sharing and contribute to the improvement of team processes.

Essential Duties:

• Track critical dates and milestones for provisioning processes; update system notes and workflows daily to ensure accurate and timely information is available for client-facing teams.
• Coordinate, monitor, and assist with local number porting (LNP) requests and related projects, ensuring timely completion and compliance with service requirements.
• Maintain detailed and organized tracking records; provide status updates to internal stakeholders and clients as needed.
• Escalate issues to internal teams or external vendors when necessary to meet project timelines and service commitments.
• Serve as the primary point of contact for customers regarding all types of service requests, ensuring prompt and professional communication.
• Coordinate with support teams to ensure optimal scheduling and resource utilization for service delivery.
• Monitor resource schedules to verify timely time entry and accurate logging of service activities.
• Communicate with customers regarding incident progress, planned maintenance, and agreed service outages, ensuring transparency and managing expectations.
• Contribute to improved customer satisfaction through consistent, high-quality service and responsiveness.
• Provide Tier I support and real-time guidance to Field Engineers during dispatches to ensure smooth on-site execution.
• Accurately document issue details, troubleshooting steps, and outcomes in the ticketing system in a timely and professional manner.
• Route site-related escalations to the appropriate internal teams or external partners for resolution.
• Verify and log Field Engineer activities post-dispatch to ensure service quality and completion documentation.
• Work effectively within a collaborative, fast-paced call center environment.
• Ability to work in a 24x7 operational environment.
• Perform additional tasks or responsibilities as assigned by the Manager or Supervisor.

Required Skills and Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Networking, or related field or equivalent work experience
• Fluent in English (written and verbal) required
• 1-2 years of experience in technical support, network operations, or related field
• Basic understanding of networking concepts (TCP/IP, DNS, VPN, etc.)
• Experience with monitoring tools (e.g., Nagios, SolarWinds) and ticketing systems (e.g., ServiceNow, JIRA)
• Strong problem-solving, incident analysis, and documentation skills.
• Ability to work in a 24x7 operational environment.
• ITIL Foundation certification is a plus
• Experience with incident and event management workflows.
• Knowledge of service assurance concepts within telecom, ISP, or managed services domains.
• Customer-first mindset with attention to detail.
• Team player with strong collaboration and documentation skills
• Willingness to learn and grow within the role.