As the Technical Manager at Level-7 Internet, you will be responsible for guiding, coaching and mentoring a team of Technical Support Agents, ensuring they deliver exceptional support to customers whilst maintaining high performance and job satisfaction. Part of your responsibilities will be managing the team of Developers. You will oversee all aspects of technical operations, including managing escalated technical issues, supporting network-related projects and driving continuous improvement in service quality. Additionally, you will ensure that our network infrastructure is optimised, secure and scalable to meet both current and future business needs.
This role is open to candidates of all backgrounds and abilities.

Education, Certifications & Experience

• Bachelor’s Degree in IT, Networking, Telecommunications or a related field (or equivalent work experience)
• 5+ years experience in a technical support role, with at least 2 – 3 years in a management or leadership capacity within an ISP or telecommunications environment.
• Strong background in network management, including LAN, WAN and cloud technologies.
• Practical experience with Fixed Wireless networks is beneficial.

Preferred

• Proven experience in managing complex network troubleshooting and escalation processes.
• Practical experience in managing and maintaining virtual environments.
• Previous experience in a senior or lead technical support role within an ISP or telecommunications company.
• Advanced certifications or training in networking, wireless technologies, fibre or related fields.
• Strong mentoring skills with the ability to guide junior staff and share knowledge within the team.

Skills & Competencies

• In-depth knowledge of networking technologies including IP routing, switching and network protocols.
• Hands-on experience with network devices such as routers, switches, firewalls, load balancers and wireless controllers.
• Strong understanding of network security principles and tools (firewalls, IDS/IPS, VPNs)
• Familiarity with network monitoring tools and performance analytics.
• Experience in designing, deploying and managing large-scale networks.
• Strong leadership and mentoring skills with the ability to manage, motivate and develop a high-performing team.
• Excellent communication and interpersonal skills with the ability to effectively liaise with both technical and non-technical stakeholders.
• Problem-solving ability and decision-making ability to manage escalations and resolve complex issues.
• Ability to manage multiple priorities, handle stress effectively and adapt to a fast-paced work environment.

ADDITIONAL REQUIREMENTS

• Ability to work flexible hours and participate in on-call rotations if necessary.
• Strong focus on customer service excellence and a commitment to high standards of performance.

Team Leadership & Development

• Lead and manage a team of Technical Support Agents, providing ongoing guidance, coaching and mentoring to ensure high performance, motivation and job satisfaction.
• Foster a customer-centric approach by ensuring that Technical Support Agents promptly and effectively restore customer inquiries, technical issues and service requests, while maintaining high levels of customer satisfaction.
• Develop and deliver comprehensive training programmes for Technical Support Agents to ensure they have the necessary skills, knowledge and expertise to provide exceptional customer service.
• Implement KPI’s and metrics to monitor team performance, track progress, identify areas for improvement and drive accountability.

Escalation Management & Customer Interaction

• Serve as the primary point of contact for escalated technical issues, providing timely and effective resolutions and managing communication with customers and internal stakeholders.
• Maintain a strong focus on customer satisfaction, ensuring that issues are resolved promptly and effectively whilst maintaining clear and professional communication throughout.

Network Management & Optimisation

• Manage and participate in network-related projects, including upgrades, migrations and expansions, ensuring alignment with business growth and technical requirements.
• Estimate network capacity needs and plan for scalability to accommodate future growth and changing business demands.
• Design and plan network solutions, including LAN, WAN, Data Centre and Cloud Networks to ensure they meet the company’s current and future needs.
• Configure, deploy and manage network devices such as routers, switches, firewalls, load balancers and wireless controllers.
• Implement and enforce network security measures, including firewalls, intrusion detection/prevention systems, access controls and VPNs.
• Continuously monitor network traffic for security threats and vulnerabilities,p roactively addressing any risks to ensure network integrity.
• Diagnose and resolve complex network issues using advanced troubleshooting techniques and network monitoring tools.
• Analyse network performance data to identify and address bottlenecks, optimise performance and ensure high network uptime.

Collaboration & Communication

• Foster strong collaboration and communication across functional teams, including Operations, Infrastructure, Accounts, Sales and Customer Service, to ensure alignment in delivering seamless support experiences.
• Implement quality assurance processes to ensure adherence to SLAs, industry standards and the consistent delivery of high-quality support services.

Documentation & Reporting

• Ensure accurate documentation of all support interactions, technical issues, resolutions and customer feedback.
• Generate regular reports to provide insights into support performance, trends and areas of improvement.

Continuous Improvement

• Continuously address and improve support processes, procedures and workflows to enhance efficiency, productivity and overall service quality.
• Identify and implement opportunities for process improvements, aiming to reduce customer issue resolution times and increase overall satisfaction.

Ad-Hoc Duties

• Perform any ad-hoc duties as required by the company, contributing to the overall success and operation of the team and business.