Job Description
WE'RE HIRING
Operations Support Officer
Level 1/2 | Sri Lanka | Australian Client
We are recruiting an Operations Support Officer – Level 1 based in Sri Lanka to support an Australian client across network, voice and IT systems. This opportunity suits a customer-focused IT support professional with strong troubleshooting skills and a proactive approach.
About the Role
You will assist with provisioning and deploying customer services, troubleshooting technical issues and coordinating service delivery and fault resolution with internal teams and third-party suppliers. You must be available to work in line with the Australian client’s business hours, with adjustments for daylight saving where applicable.
Key Responsibilities
- Provide first-line technical support, identify faults and troubleshoot customer service issues.
- Coordinate service provisioning, activation and deployment.
- Liaise with internal teams and third-party suppliers to manage service delivery and resolve faults.
- Configure customer premises equipment and assist with installation and setup.
- Keep customers informed of progress and escalate unresolved issues appropriately.
- Maintain accurate support tickets, technical documentation and service records.
- Assist customer support and engineering teams with projects and operational tasks.
- Update support systems and prepare reports as required.
Skills and Experience
- Ideally, 2–3 years’ experience in a Level 1/2 telecommunications or Managed Service Provider (MSP) support or provisioning role.
- Knowledge and practical experience in broadband and fibre access services.
- Understanding of LAN/WAN technologies and networking solutions.
- Familiarity with VoIP and SIP services.
- Strong troubleshooting, problem-solving and time management skills.
- Excellent written and verbal communication skills, with a professional and polite telephone manner.
- Strong attention to detail and accurate documentation skills.
- Ability to manage customer enquiries and escalations professionally.
- A self-motivated approach, strong work ethic and a positive “can-do” attitude.
- Ability to work independently and collaboratively within a team.
How to Apply
Send your CV to [email protected] with “Operations Support Officer – Level 1” as the subject line with the covering letter and expected remuneration package.
