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Provide hands-on technical ownership of complex subscriber broadband faults across access, provisioning and CPE layers within an ISP/Wholesale environment. This is a deeply operational, execution‑focused role requiring expert diagnosis of end‑to‑end FTTP issues, structured evidence gathering, and effective engagement with third‑party BNG and wholesale providers.
Distinguish internal LAN issues from upstream network faults
Maintain and update technical knowledge base
Own and drive clear communication during major faults and escalations, providing structured updates to internal teams, suppliers, and stakeholders, ensuring transparency and alignment at all stages
Proactively build, maintain, and improve the technical knowledge base, ensuring repeat issues, fixes, and best practices are well documented and easily accessible across teams
Identify gaps in processes, tooling, and documentation, and work with internal teams and suppliers to implement improvements that reduce repeat faults and increase operational efficiency