SOC Analyst – Service Management (Broadband)

About the role

The SOC Analyst – Service Management (Broadband) provides Level 2 service assurance and technical support for Fixed Broadband services, including Airbox, Fixed Wireless Access and Fibre FTTH/FTTB. The role will evolve to include Mobile Broadband as the service model expands.

Key responsibilities

• Own L2 escalations from call centres, showrooms and internal channels, delivering timely, customer‑focused resolutions.
• Perform structured troubleshooting across connectivity, service performance, CPE, Wi‑Fi and in‑home environments, aiming for remote resolution and minimizing field visits.
• Provide clear technical guidance to L1 teams, update cases accurately and escalate complex issues to L3, network, field, IT or platform teams with complete technical information.
• Track escalated cases through to closure, validate interventions, maintain audit‑ready records and monitor case ageing, backlog and repeat issues.
• Improve escalation quality through templates, minimum information requirements, coaching and feedback.
• Identify recurring service issues, process gaps and tooling limitations, and propose evidence‑based improvements.

Required profile

• Diploma in Telecommunications, Networking, IT or related field; degree is a plus.
• 2–4 years experience in telecom, ISP or technology operations, preferably in Service Assurance, L2 support, Service Desk, NOC/SOC or Customer Operations.
• Strong analytical, communication and stakeholder management skills, able to work in a shift‑based, service‑critical environment.

Required skills

• Practical knowledge of Fixed Wireless Access and Fibre FTTH/FTTB troubleshooting.
• Understanding of IP networking fundamentals such as DHCP, DNS, NAT and routing.
• Experience with ticketing/CRM systems, service management tools and technical documentation.