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Are you a seasoned Technical Support Manager with a passion for leading high-performing teams in the ISP industry? We are looking for a dynamic and experienced professional to helm our clients’ technical support department, drive exceptional customer service, and enhance their support processes and procedures, with exceptional knowledge of networking principles in the wireless industry.
Bachelor’s degree in Information Technology, Computer Science, or related field. Relevant certifications such as CompTIA Network+, MikroTik MTCNA, Juniper Networks Certified Associate are beneficial. Relevant certifications such as Juniper Networks Certified Service Provider Routing and Switching, Professional , MikroTik MTCRE or equivalent certifications are preferred.Seasoned experience working in a networking environment.Experience working with wireless equipment, protocols, standards and wireless LAN design. Experience with Private Cloud Networking . Strong technical background with in-depth knowledge of networking protocols, internet technologies, and ISP services. Experience in implementing process improvements, performance metrics, and quality assurance initiatives.Lead and manage a team of technical support agents, providing guidance, coaching, and mentoring to ensure high performance, motivation and job satisfaction.Maintain a customer-centric approach by ensuring prompt and effective resolution of customer inquiries, technical issues, and service requests, while maintaining a high level of customer satisfaction.Serve as the primary point of contact for escalated technical issues, providing timely and effective resolution, and managing communication with customers, internal stakeholders, and third-party vendors.Continuously assess and improve support processes, procedures, and workflows to enhance efficiency, productivity, and service quality. Manage/participate in network-related projects, including network upgrades, migrations and expansions. Estimate network capacity requirements and plan for scalability to accommodate business growth and changing needs.Implement key performance indicators and metrics to monitor the performance of the technical support team, track progress, identify areas for improvement, and drive accountability.Develop and deliver comprehensive training programs for technical support staff to ensure they have the necessary skills, knowledge, and expertise to deliver exceptional support services.Maintain a strong understanding of ISP technologies, network infrastructure, and services to provide technical guidance, troubleshooting assistance, and expertise to both customers and team members. A sound understanding of fixed wireless networks is a benefit.Develop network architectures that meet the company’s current and future requirements. Configure, deploy and manage network devices such as routers, switches, firewalls, load balancers and wireless controllers.Implement and enforce network security measures, including firewalls, intrusion detection/prevention systems, access controls and VPNs.Diagnose and resolve complex network issues, utilising advanced troubleshooting techniques and network monitoring tools.Optimise network performance by analysing traffic patterns, adjusting configurations and implementing quality of service measures. Utilise network monitoring and analysis tools to proactively monitor network health, identify issues and respond to incidents.Foster strong collaboration and communication with cross-functional teams, including network operations, infrastructure, sales, and customer service, to ensure alignment and coordination in delivering seamless support experiences.Implement quality assurance processes and procedures to ensure adherence to service level agreements , compliance with industry standards, and consistent delivery of high-quality support services.Ensure accurate documentation of support interactions, technical issues, resolutions, and customer feedback, and generate regular reports to provide insights into support performance and trends.Strong understanding of networking concepts, protocols, architectures and services. Proficient in configuring and managing network devices such as routers, switches, firewalls, load balancers and wireless controllers. In-depth knowledge of network protocols and technologies such as BGP, OSPF, VLANs, VPNs, QoS and security protocols.Strong communication skills, both verbal and written, to convey technical information effectively.Analytical problem-solving skills to diagnose and resolve complex network issues.Familiarity with network security principles and best practices.Exceptional leadership and people management capabilities. Customer-centric approach with adept problem-solving skills specific to internet connectivity issues.Familiarity with support ticketing systems and CRM tools tailored to internet service provision. Ability to communicate technical information effectively to both technical and non-technical audiences. Ability to effectively prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.
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