Main Job Functions:
Key Responsibilities
- Provide technical onboarding, including service overview, escalation processes, and operational guidelines to new and existing wholesale customers.
- Coordinate installation, provisioning, and activation of wholesale services such as fiber connectivity, IP Transit, leased capacity, dark fiber, and colocation.
- Ensure that services are delivered in line with customer requirements, technical specifications, and agreed service-level agreements (SLAs).
- Act as the primary technical contact for wholesale customers during the onboarding and post-sales support
- Document installation, activation, and support activities accurately in internal systems.
- Track delivery and SLA KPIs, including installation lead times, resolution times, and customer feedback.
- Coordinate closely with the NOC, Network team, and Field Teams to escalate and resolve issues efficiently.
Education
- Bachelor’s degree in a technical discipline or equivalent education, training and/or experience.
Work Experience
- 3+ years experience in a technical service delivery, support engineering, or systems engineering role.
- Strong technical background in data Technologies MPLS/VPLS, Ethernet and IP
- Excellent problem-solving skills and attention to detail.
- Good communication skills able to engage both technical teams and customers.
- Ability to prioritize and handle multiple projects/customers simultaneously.
- Strong ownership mentality
Skills / physical competencies:
- Appreciates team work fundamentals
- Highly developed analytical thinking
- Good Interpersonal skills, ability to listen and observe
- Good written and verbal communication skills
- Flexibility and ability to handle stress
- Good planning and organization skills
- Ability to work under minimum supervision.
- Possess honesty & Integrity fundamentals as a minimum
