Executive/Senior Executive – Customer Support

Job Purpose:

To provide Level 2 (L2) technical support for nationwide connectivity services, including link provisioning, troubleshooting, and performance optimization for Corporate, Home, and Banking & Financial Institution clients. The role ensures effective coordination among internal teams, vendors, and clients to maintain uninterrupted, high-quality network services and uphold service level agreements (SLAs).

Key Responsibilities:

• Handle customer calls and perform real-time troubleshooting to resolve connectivity and service issues.
• Respond promptly to client emails, analyze reported problems, and provide accurate technical solutions.
• Coordinate with upstream ISPs, NTTNs, and LSPs to identify and resolve outages or link degradation.
• Draft and manage formal business communications, including incident reports, service notifications, and vendor correspondence.
• Continuously monitor network and service performance to identify risks and ensure SLA compliance.
• Maintain comprehensive documentation for all operational activities and support cases.
• Manage and prioritize urgent support tasks, ensuring seamless service continuity during outages, upgrades, or migration projects.
• Prepare periodic operational reports, progress summaries, and performance updates for management review.
• Perform duties on a roster-based schedule, including night shifts, to ensure 24/7 service coverage.

Skills & Competencies:

• Strong verbal and written communication skills with the ability to draft clear and professional emails.
• Excellent coordination, problem-solving, and multitasking abilities.
• Solid understanding of Layer-2 networking concepts, including routing, switching, VLANs, redundancy, and failover mechanisms.
• Proven ability to manage vendor and client relationships effectively.
• Ability to work efficiently under pressure while meeting strict deadlines and service commitments.
• Willingness and flexibility to work in rotating shifts, including nights, weekends, and holidays.