Network Technical Team Lead

JBS Global - Jaffer Business Systems


Date: 2 weeks ago
City: Remote
Contract type: Full time
Remote
Customer Support Leadership

  • Lead and manage a team of L2/L3 network support engineers handling customer escalations
  • Serve as the senior technical escalation point for complex customer network issues
  • Ensure timely resolution of customer tickets in line with SLA/Warranty commitments
  • Build and maintain strong relationships with key customer accounts
  • Conduct regular service review meetings with customers to discuss performance and improvements


Technical Support Operations

  • Troubleshoot and resolve advanced network issues across LAN, WAN, SD-WAN, and cloud environments
  • Provide expert-level support for routing, switching, firewalls, VPNs, and network security
  • Analyze customer network incidents, identify root causes, and deliver RCA reports
  • Drive proactive monitoring and health checks of customer network environments
  • Support onboarding of new customers including network assessments and solution handover
  • Project management and completion within timelines


Team Lead & Development

  • Mentor and coach support engineers to enhance technical and customer service skills
  • Develop and maintain knowledge base articles, SOPs, and troubleshooting runbooks
  • Monitor team KPIs (MTTR, CSAT, ticket resolution rate) and drive continuous improvement
  • Conduct quality reviews of customer interactions and technical resolutions


Vendor & Internal Collaboration

  • Liaise with OEM vendors (Huawei, Aruba, Cisco, Juniper, Palo Alto, etc.) for escalated hardware/software issues
  • Collaborate with pre-sales and solutions teams during customer proposals and proof-of-concepts
  • Coordinate with NOC, security, and project teams to ensure seamless service delivery
  • Provide technical input for service improvement plans and customer renewal discussions


Required Qualification & Experience

  • Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field
  • 5+ years of experience in network engineering, with at least 1 years in a lead or supervisory role
  • Strong hands-on experience with routers, switches, firewalls, and load balancers (Huawei, Aruba, Cisco, Juniper, Palo Alto, Fortinet, etc.)
  • Proficiency in networking protocols: BGP, OSPF, MPLS, VLANs, STP, QoS, VPN, SD-WAN
  • Experience with network monitoring tools (SolarWinds, PRTG, Nagios, or equivalent)
  • Strong understanding of LAN/WAN, data center networking, and cloud connectivity (AWS, Azure)
  • Relevant certifications: CCNP, CCIE, or equivalent (preferred)

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