Technical Support Lead OR Network Support Lead

As a Technical Support Lead at Vitel Global Communications Pvt Ltd in Hyderabad, your role involves overseeing a team of technical support engineers to ensure the delivery of high-quality VoIP services and maintain customer satisfaction. **Key Responsibilities:** - **Team Leadership**: Lead, mentor, and manage a team of technical support engineers, providing guidance and support to ensure high-quality performance. - **Technical Support**: Provide technical guidance and escalate complex technical issues to the appropriate teams when necessary. - **Client Interaction**: Serve as the primary point of contact for escalated technical issues, ensuring timely resolution and minimal disruption to operations. - **Process Improvement**: Identify opportunities to enhance internal processes that promote best practices and improve overall performance and organizational efficiency. - **Documentation**: Maintain comprehensive documentation of network configurations, procedures, and troubleshooting guides. **Qualifications Required:** - **Experience**: 5 to 9 years of experience in technical support, with at least 2 years in a leadership position. - **Education**: Bachelor's degree in Telecommunications, Computer Science, Information Technology, or a related field. **Skills Required:** - Strong knowledge of VoIP protocols and technologies (SIP, RTP, H.323, etc.). - Experience with VoIP hardware and software, including PBX systems, IP phones, and softphones. - Familiarity with networking concepts and technologies (TCP/IP, routers, switches, firewalls). - Excellent troubleshooting and problem-solving skills. - Strong communication skills, both verbal and written. - Ability to work independently and as part of a team. - Customer-focused with a dedication to providing high-quality support. If you are interested in this opportunity, please note that the shift timing for this role is from 7:30 PM to 4:30 AM IST (Night Shift), and the mode of operation is work from the office. You can share your resume at giri@vitelglobal.com.,