Team Lead- Technical Services

Position: Team Lead- Technical Services
Current Job Vacancies: 2
Deadline: 3 March, 2026
Department: Enterprise
Location: Butwal and Pokhara

SKILLS & RESPONSIBILITIES

• Fix enterprise customers technical issues, take charge of coordinating and leading the team to resolve complex technical problems and provide important support quickly.
• Train and guide a team of IT support representatives and field technicians in your area to improve their skills, also make sure they follow the company’s standard support rules and industry best practice.
• Monitor & analyze team performance metrics; track how your team is doing, give them regular feedback, and help them reach their goals.
• Foster a collaborative team environment by resolving internal disputes; work and coordinate with other departments to address complex technical issues for clients in your region.
• Deploy, configure & support for IT equipment including but not limited to Router, Firewall, Switch, Access Point, IP Telephony and IP Surveillance, Access Control system, Servers & Storages solutions. This may also include any other Value-Added Service (VAS) installations.
• Provide post-sales support to customers for the IT equipment installed for their Value-Added Services (VAS).
• Be detail-oriented and follow existing procedures. You might also create new procedures when needed. Be good at managing projects, writing reports, and keeping clear records.
• Should focus on customer satisfaction, be available to answer customer requests by phone or email anytime, solve their problems quickly, and keep them happy by going the extra mile. Manage follow up and take care of all the customer support request tickets during on/off-hours.
• Should design training programs to improve the skills and knowledge of your team, encourage everyone to keep learning and getting better.
• Should work together with sales, billing, and retail teams to make enterprise customer support more efficient and achieve shared goals.
• Find and report widespread problems that affect many customers or slow down solving customer queries. This might involve letting senior managers or other support, sales, or specialist teams know.
• Engage on extra projects or tasks that will help your team perform better.
• Help team members and the whole department reach their goals.

QUALIFICATIONS & REQUIREMENTS

• Candidate should have minimum Bachelor’s degree with at least 3 years’ experience in Network administration and or Support function .
• Platform knowledge required: Juniper, Cisco, Extreme, Raisecom, Huawei, Nokia, MikroTik, Meraki, Edgecore etc.
• Should have very good troubleshooting skill, proactive, self-initiative, and problem-solving type.
• Should have good knowledge of IP routing & Switching, MPLS, VPN, Network Security and Intranet/Internet Connectivity.
• Should have good knowledge of protocols like Ethernet, TCP, UDP, PPP, PPPoE, IPoE, DHCP, ICMP, GRE, IPSec, QoS etc.
• Should have in-depth knowledge of optical fiber network (FTTx and Active Fiber) and its troubleshooting equipment like OTDR, VLF, Power Meter, Splicing machines and accessories.
• Should have good knowledge of customer support flow, and areas to focus to enhance customer experience in terms of support.
• Willing to travel on requirement basis extensively.
• Willing to take any regional assignment as responsibility.

Tagged as: Butwal, Pokhara