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Analyst – Service Management (Broadband)","soc-analyst-service-management-broadband","Plaines Wilhems","Full-time","On-site","21,000 – 30,000",{"@type":48,"@id":49,"name":50,"slug":51},"JobCategory","\u002Fapi\u002F.well-known\u002Fgenid\u002F9212167790f845f9b5cc","Telecommunications","telecommunications","Posted Nov 3, 2026","Closing 03\u002F12\u002F2026",{"@type":55,"@id":56,"id":57,"name":58,"slug":59,"industry":50,"logo":60},"JobCompany","\u002Fapi\u002F.well-known\u002Fgenid\u002F7f9bc8b4eb66227cfb7d",58,"Emtel Ltd (currimjee group)","emtel-ltd-currimjee-group","https:\u002F\u002Fapp.myjob.mu\u002Fapi\u002Fjob-board\u002Ffile?filePath=client-logo\u002Fa88e666d-d3bb-4f4b-8c88-4a9ae700a258.png",[62,66,69,72],{"@type":63,"@id":64,"label":65},"JobTag","\u002Fapi\u002F.well-known\u002Fgenid\u002Fe3f4ae6f4c925fdf6f3e","Soc Analyst",{"@type":63,"@id":67,"label":68},"\u002Fapi\u002F.well-known\u002Fgenid\u002F9d270daa296fed9af0c6","Telecommunications Careers",{"@type":63,"@id":70,"label":71},"\u002Fapi\u002F.well-known\u002Fgenid\u002F1dc25caee3b97c17c856","Network Operations",{"@type":63,"@id":73,"label":74},"\u002Fapi\u002F.well-known\u002Fgenid\u002Fa01cfb23aacf993d4b1d","Service Desk","\u003Cp>The SOC Analyst – Service Management (Broadband) is\nresponsible for providing Level 2 (Intermediate-level) technical support for\nbroadband services, covering Fixed Wireless Access (FWA) and Fibre broadband\nservices (FTTx), primarily supporting consumer services, with selected business\nservices within scope.\u003C\u002Fp>\n\n\n\n\u003Cp>The Analyst receives customer cases from\nfrontliners, performs in-depth troubleshooting, remote resolution and coordinates\nwith the Intervention team where on-site intervention is required.\u003C\u002Fp>\n\n\n\n\u003Cp>The role contributes to a high-quality after-sales\nexperience by driving timely resolution, reducing repeat issues and avoidable\ninterventions and identifying opportunities to continuously improve broadband\nservices and customer experience.\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cb>Main Duties and Responsibilities:\u003C\u002Fb>\u003C\u002Fp>\n\n\u003Cul>\n \u003Cli>Take ownership of cases routed to L2 from Call\n     Centre, Showrooms and approved internal channels, ensuring timely,\n     accurate and customer-focused resolution. \u003C\u002Fli>\n \u003Cli>Perform structured troubleshooting across\n     broadband connectivity (FWA\u002FFTTx), service performance, customer premises\n     equipment (CPE), Wi-Fi\u002Fin-home environment and customer device\u002Fapplication\n     scenarios, maximising remote resolution and reducing avoidable field\n     interventions. \u003C\u002Fli>\n \u003Cli>Provide L1 teams with clear technical guidance,\n     troubleshooting steps and accurate case updates to support effective\n     customer communication. \u003C\u002Fli>\n \u003Cli>Route unresolved cases to the appropriate L3\n     support team or coordinate with the Intervention team where required,\n     providing complete diagnostic information, supporting evidence and a clear\n     required action. \u003C\u002Fli>\n \u003Cli>Manage cases through to completion by monitoring\n     priorities, ageing, dependencies and repeat issues, validating restoration\n     or intervention outcomes and ensuring quality closure and effective shift\n     handovers. \u003C\u002Fli>\n \u003Cli>Improve L1-to-L2 case routing and troubleshooting\n     quality through clear information requirements, coaching, feedback and\n     updated troubleshooting guides, checklists and procedures. \u003C\u002Fli>\n \u003Cli>Maintain operational reporting on active and\n     high-impact cases, recurring issues, interventions and improvement actions\n     and contribute to regular Service Assurance reporting. \u003C\u002Fli>\n \u003Cli>Identify recurring service issues, process gaps\n     and tooling limitations and provide evidence-based recommendations to\n     improve resolution quality, operational efficiency and customer\n     experience. \u003C\u002Fli>\n \u003Cli>Identify opportunities to improve the customer's\n     broadband experience and recommend appropriate solutions through approved\n     internal processes.\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cp>\u003Cb>Required Qualifications and Experience:\u003C\u002Fb>\u003C\u002Fp>\n\n\u003Cul>\n \u003Cli>Diploma\n     in Telecommunications, Networking, IT, Computer Science or a related\n     field. A Degree is an advantage. \u003C\u002Fli>\n \u003Cli>2–4\n     years' experience in telecommunications, ISP or technology operations,\n     preferably in Technical\u002FL2 Support, Service Assurance, Service Desk,\n     NOC\u002FSOC or Customer Operations\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cp>\u003Cb>Required competencies:\u003C\u002Fb>\u003C\u002Fp>\n\n\u003Cul>\n \u003Cli>Strong analytical and structured troubleshooting\n     skills, with the ability to identify faults and validate service\n     restoration. \u003C\u002Fli>\n \u003Cli>Practical knowledge of Fixed Wireless Access\n     (FWA) and Fibre\u002FFTTx technologies, including GPON, is highly desirable. \u003C\u002Fli>\n \u003Cli>Good understanding of IP networking fundamentals,\n     including DHCP, DNS, NAT and routing. \u003C\u002Fli>\n \u003Cli>Good understanding of Wi-Fi, CPE behaviour and\n     in-home connectivity issues affecting broadband customer experience. \u003C\u002Fli>\n \u003Cli>Exposure to TR-069\u002FCPE remote diagnostics and\n     subscriber provisioning or service-status platforms is an advantage. \u003C\u002Fli>\n \u003Cli>Experience using ticketing\u002FCRM systems, service\n     management tools and technical documentation. \u003C\u002Fli>\n \u003Cli>Strong customer handling and communication\n     skills, including patience, empathy and the ability to explain technical\n     matters clearly to non-technical customers. \u003C\u002Fli>\n \u003Cli>Ability to coordinate effectively with L1 teams,\n     internal technical teams, L3 support teams and the Intervention team. \u003C\u002Fli>\n \u003Cli>Strong ownership, follow-up and documentation\n     discipline, with the ability to manage multiple cases and priorities\n     simultaneously. \u003C\u002Fli>\n \u003Cli>Ability and willingness to work on a rostered\n     shift system from Monday to Saturday, including public holidays where\n     required.\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cp>By submitting your personal data to Emtel\nLtd, you acknowledge having read and consented to Emtel’s Recruitment Privacy\nNotice (https:\u002F\u002Fwww.emtel.com\u002Frecruitment-privacy-notice) which is subject to\nEmtel’s Privacy Policy (\u003Ca target=\"_blank\" href=\"https:\u002F\u002Fwww.emtel.com\u002Fprivacy-policy\" rel=\"noopener noreferrer\">https:\u002F\u002Fwww.emtel.com\u002Fprivacy-policy\u003C\u002Fa>).\u003C\u002Fp>\n\n\n\n\u003Cp>Emtel Ltd reserves the right to call only\nthe best candidates for interview and not to make any appointment following\nthis advertisement, nor to assign any reason whatsoever for accepting or\nrejecting any candidate.\u003C\u002Fp>",{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":77},"\u003Cg fill=\"none\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\">\u003Cpath d=\"M20 10c0 4.993-5.539 10.193-7.399 11.799a1 1 0 0 1-1.202 0C9.539 20.193 4 14.993 4 10a8 8 0 0 1 16 0\"\u002F>\u003Ccircle cx=\"12\" cy=\"10\" r=\"3\"\u002F>\u003C\u002Fg>",{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":79},"\u003Cg fill=\"none\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\">\u003Crect width=\"20\" height=\"12\" x=\"2\" y=\"6\" rx=\"2\"\u002F>\u003Ccircle cx=\"12\" cy=\"12\" r=\"2\"\u002F>\u003Cpath d=\"M6 12h.01M18 12h.01\"\u002F>\u003C\u002Fg>",{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":81},"\u003Cg fill=\"none\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\">\u003Cpath d=\"M8 2v3m8-3v3\"\u002F>\u003Crect width=\"18\" height=\"18\" x=\"3\" y=\"3\" rx=\"2\"\u002F>\u003Cpath d=\"M3 9h18\"\u002F>\u003C\u002Fg>",{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":83},"\u003Cpath fill=\"none\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M20 6L9 17l-5-5\"\u002F>",{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":85},"\u003Cpath fill=\"none\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M2 9.5a5.5 5.5 0 0 1 9.591-3.676a.56.56 0 0 0 .818 0A5.49 5.49 0 0 1 22 9.5c0 2.29-1.5 4-3 5.5l-5.492 5.313a2 2 0 0 1-3 .019L5 15c-1.5-1.5-3-3.2-3-5.5\"\u002F>",{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":87},"\u003Cg fill=\"none\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\">\u003Ccircle cx=\"18\" cy=\"5\" r=\"3\"\u002F>\u003Ccircle cx=\"6\" cy=\"12\" r=\"3\"\u002F>\u003Ccircle cx=\"18\" cy=\"19\" r=\"3\"\u002F>\u003Cpath d=\"m8.59 13.51l6.83 3.98m-.01-10.98l-6.82 3.98\"\u002F>\u003C\u002Fg>"]