Overview
As a Technical Support team lead, you will play a crucial role in leading Level 2/3 engineers responsible for diagnosing and resolving technical faults. Your support is vital to backbone and access networks, and your coordination with vendors and partners is integral to our operations. Your exposure to ZTE GPON/NGT systems and basic DWDM operations will be highly valued.
Key Responsibilities
Technical Supervision
Lead troubleshooting of escalated technical issues (IP, SD-WAN, IEPL)
Monitor and validate network health via dashboards/tools
Coordinate directly with upstream providers for issue resolution
Shift Management
Assign and track tasks within the technical support team
Ensure smooth shift handovers with detailed technical notes
Maintain compliance with internal SLA and escalation policies
Documentation & Escalation
Document incident resolutions and update the knowledge base
Escalate unresolved cases to the NOC Manager with detailed notes
Generate shift summary reports
Mentoring & Quality Control
Provide technical coaching to junior engineers
Conduct ticket audits to ensure technical accuracy and response quality
Training & Improvement
Mentor junior engineers on protocols and ZTE systems
Drive continual improvement through feedback and SOP updates
Requirements
Education & Certifications
Diploma or Bachelor’s in Networking/Engineering
CCNA required; CCNP or vendor-specific certifications (ZTE, Huawei) are an advantage
Experience
2–3 years in a technical NOC or telco troubleshooting environment
Technical Skills
Familiarity with routing, switching, SD-WAN AN, and IP Transit
Proficiency with Zoho Desk, Wireshark, LibreNMS, and incident monitoring platforms
Experience with ZTE GPON configurations, provisioning, and diagnostics
Familiarity with ZTE NGT platform and network service orchestration
Understanding of DWDM transmission systems, fibre optics, and ZTE OTN equipment
Ability to coordinate fault isolation and recovery in ZTE optical network elements
Soft Skills
Strong critical thinking, communication, and ticket management ability
