Network Support Team Lead - Ticketing System

Responsibilities :

Enhance the Product Experience by :

• Supporting all of clients product lines to diagnose and tackle wireless, security, switching, and other various network-related issues reported by customers.
• Provide support with full accountability on cases handled by the Tier 1 teams and facilitate discussions with the development teams (as and when needed).
• Prioritise high-touch cases and close the gaps in the workflow.
• Investigate areas of misalignments or issues which are critical dead ends and provide suggestions to remove them.
• Identify issues through support trends and suggest corrective actions to elevate the quality of the product and UX.
• Stay up to date on client features and technology by attending training, participating in team communication, and keeping up with enterprise and networking trends.

Improve Technical Knowledge of the teams by :

Improve Process Adherence by :

Identify commonly seen gaps by performing real-time chat / email audits to improve upon :

Assess progress based on sessions Handling :

An ideal candidate should have :

ref : hirist.tech)