Technical Support Lead - VOIP

Job Description

Job Title: Technical Support Team Lead / Technical Manager (VOIP Services) Location: Hyderabad (Begumpet), India Shift: US Night Shift ( 6:30PM to 3:30AM IST ) | Workweek: Mon–Fri (Weekends Off) Overview: We’re hiring a Technical Support Team Lead / Manager with strong VOIP expertise, excellent troubleshooting skills, and proven experience in Team handling and US clients handling . You'll lead a support team, resolve complex issues, and ensure high-quality service for our US-based clients. Key Responsibilities: Lead, mentor, and manage a VOIP technical support team. Handle escalations and ensure timely resolution of VOIP issues. Ensure SLAs are consistently met and exceeded. Troubleshoot and perform root cause analysis for recurring issues. Collaborate with engineering/product teams to improve services. Maintain SOPs, knowledge bases, and support documentation. Manage customer escalations, especially from US clients. Track team performance and generate reports. Oversee team training, hiring, and performance reviews. Requirements: Experience: 5–7 years in technical support (with 2–3 years in a VOIP leadership role). Proven experience in Team management and handling US clients . Strong hands-on Troubleshooting skills across VOIP and networking. Technical: VOIP : SIP, RTP, PSTN, PBX, IP Telephony Platforms: Asterisk, FreePBX , Cisco, Avaya Networking: IP, DNS, DHCP, VPNs, firewalls Linux/Unix systems, server/network management Ticketing/CRM: Zendesk, Freshdesk, JIRA Soft Skills: Excellent verbal/written communication Leadership and crisis management Analytical thinking and customer-centric approach Education: Bachelor’s in IT, Telecom, or related field (Master’s or certifications preferred) Preferred Qualifications: US shift experience Cloud VOIP (AWS, Azure) VOIP billing systems Certifications: CCNA, Network+, ITIL Apply: akhil@vitelglobal.com | 9573584606 Job Type: Full-time Pay: ₹400,000.00 - ₹1,000,000.00 per year Benefits: Health insurance Leave encashment Life insurance Provident Fund Shift: Fixed shift Night shift Work Days: Monday to Friday Ability to commute/relocate: Begumpet, Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (Required) Experience: Technical lead: 4 years (Required) VoIP troubleshooting: 4 years (Required) FreePBX: 2 years (Required) Autoprovisioning: 2 years (Required) US Clients calls Handling: 1 year (Required) Shift availability: Night Shift (Required) Work Location: In person