Fiber means better, faster Internet
Our Home fiber (FTTH) service offers you the fastest home internet at a cheap rate. Enjoy a whole new way of connecting to and streaming music, movies, Skype and gaming. Not only do we ensure you get the speed you pay for, but it stays reliably fast – even during peak times. Blazing fast connectivity without breaking the bank!Job Summary
We are seeking an Incident & Supplier Management (ISM) Agent to support effective incident resolution, service monitoring, and coordination with internal teams and suppliers. The role ensures minimal service disruption, strict adherence to outage resolution SLAs, and high customer satisfaction in a 24/7 operational environment.
Key Responsibilities
Monitor services and backend/customer devices
Resolve Level 2 customer complaints and escalate unresolved issues to Level 3
Coordinate PON migration, decongestion, and customer relocations
Troubleshoot incidents remotely and with Field Support Teams (FST) on-site
Ensure compliance with outage resolution SLAs and best practices
Perform system maintenance (TCAB/ECAB)
Prepare incident reports and provide regular updates to management and stakeholders
Participate in shift-based (24/7) operations
Required Skills & Competencies
Good understanding of networking concepts
Experience with network monitoring tools (e.g. PRTG, WhatsUp Gold)
Proficiency in Microsoft Office tools
Strong problem-solving and analytical skills
Excellent communication, documentation, and interpersonal skills
Ability to work under pressure with attention to detail
Adaptable, resilient, and customer-focused