• Lead and coordinate the technical team to resolve enterprise customers’ technical issues, including complex cases requiring urgent support.
• Train, mentor, and guide IT support representatives and field technicians to enhance technical skills and ensure compliance with company standards and industry best practices.
• Monitor and analyze team performance metrics, provide regular feedback, and ensure achievement of team goals.
• Foster a collaborative team environment by resolving internal conflicts and coordinating with other departments to address complex customer issues.
• Deploy, configure, and support IT equipment including Routers, Firewalls, Switches, Access Points, IP Telephony, IP Surveillance, Access Control Systems, Servers, Storage Solutions, and other Value-Added Services (VAS).
• Provide post-sales technical support for installed IT equipment and VAS solutions.
• Ensure adherence to established procedures and develop new SOPs where required. Maintain proper documentation, reports, and project records.
• Focus on customer satisfaction by responding to support requests (phone/email), managing support tickets (on/off-hours), and ensuring timely resolution.
• Design and implement technical training programs to continuously improve team competency.
• Collaborate with Sales, Billing, and Retail teams to enhance enterprise customer support efficiency.
• Identify and escalate widespread technical issues affecting multiple customers to senior management or relevant departments.
• Participate in additional projects and initiatives to improve team and departmental performance.

Required Knowledge, Skills, and Abilities

• Minimum *Bachelor’s Degree* in IT, Networking, Computer Science, or related field.
• At least *3 years of experience* in Network Administration and/or Support functions.
• Strong platform knowledge: *Juniper, Cisco, Extreme, Raisecom, Huawei, Nokia, MikroTik, Meraki, Edgecore*, etc.
• Excellent troubleshooting, analytical, and problem-solving skills with proactive and self-driven attitude.
• Strong knowledge of:
•  IP Routing & Switching
•  MPLS & VPN Technologies
•  Network Security
•  Intranet/Internet Connectivity
•  Good understanding of networking protocols: *Ethernet, TCP, UDP, PPP, PPPoE, IPoE, DHCP, ICMP, GRE, IPSec, QoS*, etc.
•  In-depth knowledge of *Optical Fiber Networks (FTTx & Active Fiber)* and troubleshooting tools such as *OTDR, VLF, Power Meter, Splicing Machines*, and related accessories.
• Strong understanding of customer support workflow and customer experience enhancement strategies.
• Willingness to travel extensively based on operational requirements.
• Ready to accept regional assignments as needed.

Education + Experience

• Minimum Bachelor’s Degree in IT, Networking, Computer Science, or related field.
• At least 3 years of experience in Network Administration and/or Support functions.

Benefits

As per company policy