Job Purpose:
To provide Level 2 (L2) technical support for nationwide connectivity services, including link provisioning, troubleshooting, and performance optimization for Corporate, Home, and Banking & Financial Institution clients. The role ensures effective coordination among internal teams, vendors, and clients to maintain uninterrupted, high-quality network services and uphold service level agreements (SLAs).
Key Responsibilities:
Handle customer calls and perform real-time troubleshooting to resolve connectivity and service issues.
Respond promptly to client emails, analyze reported problems, and provide accurate technical solutions.
Coordinate with upstream ISPs, NTTNs, and LSPs to identify and resolve outages or link degradation.
Draft and manage formal business communications, including incident reports, service notifications, and vendor correspondence.
Continuously monitor network and service performance to identify risks and ensure SLA compliance.
Maintain comprehensive documentation for all operational activities and support cases.
Manage and prioritize urgent support tasks, ensuring seamless service continuity during outages, upgrades, or migration projects.
Prepare periodic operational reports, progress summaries, and performance updates for management review.
Perform duties on a roster-based schedule, including night shifts, to ensure 24/7 service coverage.
Age 22 to 32 years Skills & Competencies:Strong verbal and written communication skills with the ability to draft clear and professional emails.Excellent coordination, problem-solving, and multitasking abilities.Solid understanding of Layer-2 networking concepts, including routing, switching, VLANs, redundancy, and failover mechanisms.Proven ability to manage vendor and client relationships effectively.Ability to work efficiently under pressure while meeting strict deadlines and service commitments.Willingness and flexibility to work in rotating shifts, including nights, weekends, and holidays.
https://bdjobs.com/h/details/1519415
Junior Executive/Executive - Customer Support
Category:NGO
Published:09 Aug 2026
Deadline:31 Aug 2026