Sr. Customer Service Executive - Network Operations & Support

About the role

The Service Support / NOC Agent is responsible for providing first‑line (L0‑L1 and partial L2) operational and technical support to customers and internal stakeholders. The role ensures efficient incident, problem, complaint, and service request management in compliance with ITIL and ISO 20000 standards, while maintaining high service availability and customer satisfaction.

Key responsibilities

• Incident, request and case management – receive, log, prioritize and resolve customer cases via phone, email and electronic platforms, ensuring SLA compliance.
• Technical support and troubleshooting – perform initial analysis, diagnostics and resolution of Data Center and connectivity issues at L0‑L1 level, and follow up on escalated incidents.
• Complaint and stakeholder management – analyse and resolve complaints in collaboration with internal teams, suppliers and external partners.
• Knowledge management and continuous improvement – keep service knowledge up‑to‑date, identify process gaps and contribute to improvement initiatives.
• Reporting and communication – produce operational and performance reports using Power BI, PowerPoint and dashboards.
• Compliance and governance – adhere to ITIL and ISO 20000 practices and provide on‑call support, including emergency response.
• Collaboration and relationship management – work across shifts and teams to ensure seamless service continuity.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or related field.
• Minimum 8 years of L0‑L1/L2 service‑desk or NOC support experience in a global environment.
• Proven experience in Data Center colocation and connectivity services (mandatory).
• Experience supporting customers in Saudi Arabia or similar regions (advantage).
• Relevant certifications such as ITIL Foundation, CDCP or CDFOM, CompTIA Network+/A+, and networking certifications (Cisco, Juniper) are preferred.

Required skills

• Proficiency with ITSM ticketing tools for incident and request management.
• Strong knowledge of Microsoft Windows operating systems and VDI environments.
• Reporting and data‑visualisation using Power BI, Word, PowerPoint and databases.
• Networking fundamentals and configuration (Cisco, Juniper) and CompTIA Network+.
• Understanding of ITIL and ISO 20000 service‑management frameworks.