Technical Support Officer - OSS

Inbox Business Technologies, a leading Information Technology and Services company, is hiring a Technical Support Officer to join their team. The Technical Support Officer will be responsible for providing technical assistance and support to clients, ensuring prompt resolution of technical issues.

Responsibilities

• Serve as the first point of contact for all IT-related incidents and service requests within the OSS environment.
• Monitor and manage tickets through the incident management system (e.g., ServiceNow, Remedy, etc.).
• Perform real-time monitoring of OSS tools and applications to identify and address system issues proactively.
• Escalate unresolved issues to Level-2/Level-3 teams as per defined SLA and escalation matrix.
• Maintain accurate and up-to-date documentation of incidents, troubleshooting steps, and resolutions.
• Coordinate with NOC, Field Operations, Network, and Application Support teams for issue resolution.
• Conduct routine preventative maintenance to ensure optimal performance and longevity of hardware.

Requirements

• Bachelor's degree in BCS, BS IT, BSC
• 1-2 years of experience in an IT service desk or hardware support role
• Strong understanding of ITIL processes (Incident, Problem, and Change Management).
• Hands-on experience with ticketing tools and remote troubleshooting.
• Familiarity with OSS/BSS systems used in telecom environments.
• Strong organizational and coordination skills.
• Excellent verbal and written communication.