Technical Support Manager

MyData IT is seeking a dedicated and experienced Technical Support Manager to join our team in Karachi. This role demands a professional with a minimum of five years of hands-on experience in technical support, specifically in diagnosing and resolving hardware, software, networking, and communication issues. The ideal candidate holds a Bachelor of Engineering or Science degree in IT, Electronics, Computer Engineering, Telecommunications, or a related field, although candidates with a Diploma of Associate Engineering and practical experience are also encouraged to apply. This position focuses on providing excellent technical support to customers, monitoring service quality, ensuring compliance with Service Level Agreements (SLAs), and preparing detailed technical documentation. Though this role does not require managing a team, strong leadership qualities such as team leadership and customer relationship management remain essential for effective collaboration and coordination with internal teams and customers. The Technical Support Manager must be skilled in troubleshooting using a variety of network diagnostic tools and be knowledgeable about IP networking protocols, TCP/IP, DNS configuration, and DHCP management. They will also act as the primary point of contact for escalations, driving issue resolution with a sense of urgency while maintaining excellent communication and problem-solving skills.
Responsibilities
- Provide responsive technical support and effective troubleshooting to resolve customers' hardware, software, networking, and communication problems promptly.
- Diagnose complex technical issues using network diagnostic tools and root cause analysis techniques to ensure quick restoration of services.
- Install, configure, and maintain IT and communication equipment, ensuring optimal performance and reliability.
- Monitor compliance with Service Level Agreements (SLAs) and manage ticketing systems to track and prioritize support requests.
- Collaborate with customers and cross-functional internal teams to coordinate timely resolution of technical issues and ensure customer satisfaction.
- Escalate unresolved and complex problems to higher technical levels and follow through until resolution is confirmed.
- Prepare detailed technical reports, support documentation, and maintain accurate service records to facilitate knowledge sharing and continuous improvement.
- Conduct onsite visits as required to troubleshoot and resolve hardware or network issues directly.
- Utilize strong knowledge of Linux operating systems and command-line administration to support server and device configurations.
- Support and configure Android OS devices and mobile applications, enhancing solutions for mobile and IoT environments.
- Promote process improvements by analyzing recurring issues and suggesting enhancements to technical support procedures and service delivery.
- Keep abreast of new technologies related to wireless communication networks such as GSM, 4G, LTE, and Push-to-Talk solutions to broaden support capabilities.
- Leverage experience with remote technical support tools to assist customers efficiently without requiring physical presence where feasible.
- Maintain excellent communication skills to effectively manage customer expectations and deliver high-quality service experiences.