Main job function
Support Centre Helpdesk Manager (WiFi/Wireless Internet Experience)
Job Overview:
We are seeking an experienced and customer-focused Support Centre Helpdesk Manager to oversee our technical support operations for WiFi and wireless internet services. The ideal candidate will have strong leadership skills, a technical background in networking and wireless connectivity, and a passion for delivering exceptional customer service.
Key Responsibilities:
Helpdesk Management & Leadership
• Lead, mentor, and develop a team of helpdesk technicians to provide high-quality customer support.
• Establish and enforce service level agreements (SLAs) to ensure timely issue resolution.
• Monitor helpdesk performance through KPIs and customer satisfaction scores, implementing improvements as needed.
• Develop and maintain support documentation, troubleshooting guides, and knowledge base articles.
Technical Support & Issue Resolution
• Oversee troubleshooting and resolution of WiFi and wireless internet issues, including connectivity, speed, and signal strength problems.
• Provide escalation support for complex network-related issues, working with engineers when necessary.
• Ensure proper configuration and deployment of wireless routers, access points, and network hardware.
• Stay updated with the latest WiFi standards, security protocols, and best practices.
Process Improvement & Technology Integration
• Optimize helpdesk workflows using ticketing systems and automation tools.
• Identify recurring issues and implement proactive solutions to reduce support requests.
• Collaborate with IT and network teams to improve system reliability and network performance.
• Evaluate and recommend new tools and technologies to enhance helpdesk efficiency.
Customer Experience & Communication
• Foster a customer-first culture, ensuring clear and professional communication with users.
• Gather feedback from customers to improve service quality and user experience.
• Work closely with sales and technical teams to ensure seamless customer onboarding and support.
Required Skills & Qualifications:
• Proven experience in a helpdesk or technical support leadership role, preferably in an ISP, telecom, or networking environment.
• Strong understanding of WiFi networks, wireless standards (802.11ac/ax), and troubleshooting techniques.
• Familiarity with networking concepts, including TCP/IP, DHCP, DNS, and firewalls.
• Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow, Freshdesk).
• Excellent leadership, coaching, and team management skills.
• Strong analytical and problem-solving abilities.
• Effective communication skills, both written and verbal.
Preferred Qualifications:
• Certifications such as CCNA (Cisco Certified Network Associate) or CWNA (Certified Wireless Network Administrator).
• Mikrotik Certification such as MTCNA.
• Experience in ISP customer support or WiFi deployment projects.
• Knowledge of enterprise wireless solutions (e.g., Ubiquiti, Aruba, Cisco Meraki).
• Work Schedule: Shifts to be discussed in Interview with candidate
Benefits:
• Competitive salary and performance-based incentives
• Career growth and training opportunities
• Employee discounts on company services
A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.
To apply for this job email your details to Sharonsmit@armstrongappointments.com