Technical/Network Support Lead
3 weeks ago
Job Title : Technical Support Lead OR Network Support Lead.
Location : Hyderabad.
Vitel Global Communications Pvt Ltd is seeking a Technical Support Lead for their Hyderabad location.
This role involves overseeing a team of technical support engineers, ensuring the delivery of high-quality VoIP services, and maintaining customer satisfaction.
Key Responsibilities :
Team Leadership : Lead, mentor, and manage a team of technical support engineers, providing guidance and support to ensure high-quality performance.
Technical Support : Provide technical guidance and escalate complex technical issues to the appropriate teams when necessary.
Client Interaction : Serve as the primary point of contact for escalated technical issues, ensuring timely resolution and minimal disruption to operations.
Process Improvement : Identify opportunities to enhance internal processes that promote best practices and improve overall performance and organizational efficiency.
Documentation : Maintain comprehensive documentation of network configurations, procedures, and troubleshooting guides.
Qualifications :
Experience : 5 to 9 years of experience in technical support, with at least 2 years in a leadership position.
Education : Bachelor's degree in Telecommunications, Computer Science, Information Technology, or a related field.
Skills :
- Strong knowledge of VoIP protocols and technologies (SIP, RTP, H.323, etc.)
- Experience with VoIP hardware and software, including PBX systems, IP phones, and softphones.
- Familiarity with networking concepts and technologies (TCP/IP, routers, switches, firewalls).
- Excellent troubleshooting and problem-solving skills.
- Strong communication skills, both verbal and written.
- Ability to work independently and as part of a team.
- Customer-focused with a dedication to providing high-quality support.
Additional Information :
- Shift Timing : 7 : 30 PM to 4 : 30 AM IST (Night Shift).
- Mode of Operation : Work from Office.
- Location : Hyderabad, Telangana.
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