Technical Support Team Lead
SAHARA NET
Total years of experience :20 years, 2 Months
- Manage project implementation by better communication between customer and internal departments like NOC and PMT
- Managing and administrating the day-to-day tasks in an efficient way for installation and customer service, with improved customer response time .
- Formulate good customer service strategies, train customer support engineer.
- Ensure that no trouble ticket or clients complain remains pending and present a thorough daily, weekly and monthly
- Directly handling the resolution of issues that may arise at project implementation and provide full support to Technical and Sales teams.
- Managing team for Customer Support Engineers/Technicians by evaluating the work load (Projects/Tickets) to team members .
- Evaluate team member's performance and suggest recommendations .
- Conduct periodical monthly visits for all POPs and report status ensuring that all installations and POP are in accordance to company standards .
- Update periodical the POPs inventory form .
- Verifying project scope with both parties(internal/external) and looking after its implementation .
- Assisting sales in targeting up-selling and revenue growth opportunities .
- Managing the team and make sure to deliver the sites on time, meeting the customer needed KPI’s and quality.
- Collect the incidents info and making reports to be used for the next time to avoid such incidents.
- Using Work cross-functionally to solve problems and implement changes.
-Configuration, Deployment and Support of different xDSL modems/routers.
- Installation, configuration and trouble shooting of Cisco Routers 800, 1800, 2600, 2800, 3600 and 3800 series routers
- Responsible for designing/testing of different IP/MPLS, layer 2/3 VPNs, Site to Site VPN for different customer .
-Configuring VLANs, Inter-Vlan Routing, HSRP, Ether-channel, and VTP. -Configuring & troubleshooting MPLS L-3 & L-2 VPNS. IOS and H/W up-gradation of Cisco series.
- Designing and Deployment of Enterprise-wide WAN infrastructure for different customers using various technologies (leased circuit, DSL, Tunnels, MPLS and SSL VPN)
- Providing on/off -site support for customers Networks including - Troubleshooting and installations for complex networking issues
Configuration of VLANs, ACLs, NAT, Port Security, Port Forwarding, DHCP, VPN,
- Design and implementation of security solutions such as Fortigate, WatchGuard and Cisco Firewall.
-Install and configure Personal computer systems and printers
- Monitor and maintain computer systems and networks.
- Handle staff technical problems through a series of actions, either face to face or over the telephone.
- Troubleshoot system and network problems, diagnose and solve hardware/software faults.
- Find solutions to problems, through creating a desktop shortcut or fixing a major fault on the operating system.
- Replace parts as required.
- Follow diagrams and written instructions to repair a fault or set up a system.
- Run network applications to support systems and users.
- Support new applications..
- Work continuously on a task until completion (or referral to third parties, if appropriate).
- Perform any other tasks as assigned by the manager.
- Network Assistant
- Create accounts for the employees on the sites back-ends
- Maintains and backup the databases and extract data as needed
- Maintains and backup the internal server and provide access and privilege when needed