Helpdesk Lead

• Oversee Day-to-Day Operations: Manage and supervise the daily activities of the enterprise helpdesk, ensuring smooth functioning and timely resolution of technical issues.

• Team Supervision: Lead and supervise a team of helpdesk personnel, providing guidance, support, and training as needed to maintain a high level of performance and customer service.

• Technical Issue Resolution: Ensure prompt and effective resolution of technical issues reported by enterprise customers, utilizing both personal expertise and team resources.

• Customer Service Excellence: Maintain a high standard of customer service by addressing customer queries and concerns professionally and efficiently.

• Networking Expertise: Demonstrate an in-depth understanding of networking concepts and protocols, utilizing expertise to design, implement, and troubleshoot complex network infrastructures.

• Certifications: Hold a valid CCNA certification and preferably CCNP or equivalent, showcasing proficiency in networking technologies.

• Network Management Systems (NMS): Have practical experience and familiarity with various Network Management Systems, utilizing them for monitoring network performance and proactively addressing potential issues.

• Fiber Optic and UBR Connectivity: Possess knowledge and expertise in Fiber Optic technology and Unidirectional Broadband (UBR) connectivity principles, ensuring reliable and high-speed network connectivity.

• Collaboration with Field Ops: Work closely with the Field Operations team to analyze customer feedback, identify areas for improvement, and implement strategies to enhance Customer Satisfaction (C-SAT