System/ Customer Support Officer

Role summary The System/Customer Support Officer is responsible for 24/7 monitoring of UA Telecom’s wireless network devices, recording and resolving customer complaints and technical incidents through the support lifecycle, and performing multi-level troubleshooting across network and customer systems to ensure service continuity, SLA compliance, and uninterrupted service delivery. Duties and responsibilities Record and manage customer complaint history in the designated system, ensuring continuous follow-up until full resolution. Log and maintain records of site failures, power issues, and network downtime for SLA tracking and reconciliation. Monitor network performance tools (Red EMCO) for microwave and InfiNet devices, including ping latency and interference analysis, and support corrective actions to ensure timely issue resolution. Monitor Air Control Alerting systems for network devices including device online/offline status, pole movement alerts, interference issues, hotspot connectivity failures, CCQ degradation, and bitrate issues, and take corrective or escalated action as required. Maintain overall health monitoring of network devices in accordance with standard points. Provide second-line and limited third-line technical support for customer and network-related issues. Troubleshoot and resolve issues related to BTS sites, PTP links, wireless sectors, switches, routers, and other network infrastructure. Perform troubleshooting and configuration support for network switches, including implementation of advanced features when required. Resolve customer-side issues related to CPE (Customer Premises Equipment) and LAN networks using remote access tools. Support firmware and IOS/software upgrades for wireless and network devices based on vendor updates and operational requirements. Identify, analyze, and resolve customer connectivity issues remotely using diagnostic and remote support tools. Generate and share weekly reports of inactive/non-usage customers with Sales, CRM, and Collections teams for further action. Escalate bandwidth and capacity-related issues to CRM and Sales teams for review and adjustment of customer packages. Maintain accurate records of customer installations in the designated database, including customer name, connected base station details, router model, bandwidth allocation (day/night), contact details (POC), and technical configuration information. Record and manage demo customers’ complaints and ensure follow-up until resolution in the designated system. Maintain hotspot user records in centralized databases, including credentials, package details, validity, and access point information. Update internal communication groups (e.g., WhatsApp groups) for new installations, link termination, and network incident notifications, and inform customers of urgent technical issues when required. Coordinate and arrange field teams for on-site visits when remote troubleshooting is not sufficient. Maintain complete documentation of system monitoring events, incidents, and customer complaints in designated databases. Respond to all customer inquiries, calls, emails, and complaints in a professional and timely manner. Communicate planned and unplanned maintenance activities, outages, and service issues to customers via email, phone, or messaging platforms, ensuring confirmation and status updates. Schedule and communicate maintenance activities for base stations, ensuring customers are notified at least 48 hours in advance. Prepare shift-wise reports detailing completed tasks, ongoing incidents, and pending issues. Ensure proper handover of all active tickets, incidents, and operational tasks to the next shift for continuity of service. Job requirements Bachelor’s degree in Computer Science (BCS). Minimum 3 years of hands-on experience in IT/network operations, preferably in ISP or telecom environments. Strong communication skills with ability to interact effectively with customers and internal teams. Fluency in Dari, Pashto, and English (spoken and written). Working knowledge of Linux operating systems and programming/scripting fundamentals. Work Conditions This role operates in a 24/7 shift-based NOC environment at UA Telecom. With full accountability for continuous system monitoring and customer service operations. It requires real-time incident detection, immediate response, and strict escalation management to ensure service continuity and rapid resolution of network and customer issues. The position requires rotational shifts, including nights, weekends, and public holidays, and demands high responsiveness in a fast-paced, time-critical environment. Desirable Qualifications/Plus Points Certifications such as Cisco Certified Network Associate (CCNA), Cisco Certified Network Associate – Wireless (CCNA Wireless), Cisco Certified Network Professional (CCNP), and Microsoft Certified IT Professional (MCITP) are highly advantageous for this role.