Technical/Network Support Lead

3 weeks ago


Hyderabad, Telangana, India Vitel Global Communications Full time

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.

(ref:hirist.tech)

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