SOC Analyst – Service Management (Broadband)

The SOC Analyst – Service Management (Broadband) is responsible for providing Level 2 (Intermediate-level) technical support for broadband services, covering Fixed Wireless Access (FWA) and Fibre broadband services (FTTx), primarily supporting consumer services, with selected business services within scope.

The Analyst receives customer cases from frontliners, performs in-depth troubleshooting, remote resolution and coordinates with the Intervention team where on-site intervention is required.

The role contributes to a high-quality after-sales experience by driving timely resolution, reducing repeat issues and avoidable interventions and identifying opportunities to continuously improve broadband services and customer experience.

Main Duties and Responsibilities:

• Take ownership of cases routed to L2 from Call Centre, Showrooms and approved internal channels, ensuring timely, accurate and customer-focused resolution.
• Perform structured troubleshooting across broadband connectivity (FWA/FTTx), service performance, customer premises equipment (CPE), Wi-Fi/in-home environment and customer device/application scenarios, maximising remote resolution and reducing avoidable field interventions.
• Provide L1 teams with clear technical guidance, troubleshooting steps and accurate case updates to support effective customer communication.
• Route unresolved cases to the appropriate L3 support team or coordinate with the Intervention team where required, providing complete diagnostic information, supporting evidence and a clear required action.
• Manage cases through to completion by monitoring priorities, ageing, dependencies and repeat issues, validating restoration or intervention outcomes and ensuring quality closure and effective shift handovers.
• Improve L1-to-L2 case routing and troubleshooting quality through clear information requirements, coaching, feedback and updated troubleshooting guides, checklists and procedures.
• Maintain operational reporting on active and high-impact cases, recurring issues, interventions and improvement actions and contribute to regular Service Assurance reporting.
• Identify recurring service issues, process gaps and tooling limitations and provide evidence-based recommendations to improve resolution quality, operational efficiency and customer experience.
• Identify opportunities to improve the customer's broadband experience and recommend appropriate solutions through approved internal processes.

Required Qualifications and Experience:

• Diploma in Telecommunications, Networking, IT, Computer Science or a related field. A Degree is an advantage.
• 2–4 years' experience in telecommunications, ISP or technology operations, preferably in Technical/L2 Support, Service Assurance, Service Desk, NOC/SOC or Customer Operations

Required competencies:

• Strong analytical and structured troubleshooting skills, with the ability to identify faults and validate service restoration.
• Practical knowledge of Fixed Wireless Access (FWA) and Fibre/FTTx technologies, including GPON, is highly desirable.
• Good understanding of IP networking fundamentals, including DHCP, DNS, NAT and routing.
• Good understanding of Wi-Fi, CPE behaviour and in-home connectivity issues affecting broadband customer experience.
• Exposure to TR-069/CPE remote diagnostics and subscriber provisioning or service-status platforms is an advantage.
• Experience using ticketing/CRM systems, service management tools and technical documentation.
• Strong customer handling and communication skills, including patience, empathy and the ability to explain technical matters clearly to non-technical customers.
• Ability to coordinate effectively with L1 teams, internal technical teams, L3 support teams and the Intervention team.
• Strong ownership, follow-up and documentation discipline, with the ability to manage multiple cases and priorities simultaneously.
• Ability and willingness to work on a rostered shift system from Monday to Saturday, including public holidays where required.

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