Perform pro-active monitoring based on standard agreed parameters and tools
Be first responder to tickets and calls within agreed SLA time
Answer calls from passengers and customers in a professional manner and create corresponding tickets to record work carried out.
Route tickets to responsible internal parties (2nd line) when issues can’t be resolved by 1st line.
Perform the first technical troubleshooting according to a set of pre-defined and agreed standards based on the service having issues.
Detect and respond to major incidents, including invoking the major incident process and maintaining regular communication with relevant stakeholders, including working with IT
Operations to identify impacted customers.
Maintain the knowledge base for customer specific solutions.
A first line technician should be consulted when new trouble-shooting instructions are made, in the implementations and monitoring of the service delivery plan, to ensure these are reasonable and practical. They should escalate when an issue for a new service or customer that they do not know how to troubleshoot due to lack of knowledge arises.
A first line technician should also be informed during the service transition.

Functional competences:

Qualifications and experiences:

Basic Linux 2nd line troubleshooting support skills
Networking troubleshooting, including Wi-Fi
Experience of working in a networking and support environment in a customer facing role
Intermediate to Advanced data analysis skills utilizing MS Excel / Google Sheets
At least one year’s experience working in a Support Desk/1st line role
Good technical aptitude to help with describing faults to technical experts
Strong team player with good work ethics, excellent interpersonal and communication skills
Highly organized self-starter with the ability to prioritize workload to deliver high quality results to demanding timelines