Deputy Manager/Asst. Manager

Link3 Technologies Limited

Link3 Technologies Limited

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Summary

• Vacancy: 01
• Age: 30 to 40 years
• Location: Sylhet
• Salary: Negotiable
• Experience: At least 8 years
• Published: 13 Mar 2025

Requirements

Education

• Bachelor of Science (BSc) in Computer Science & Engineering

MTCRE, CCNP, CCNA & MTCNA

Experience

• At least 8 years
• The applicants should have experience in the following business area(s):
  ISP

Additional Requirements

• Age 30 to 40 years

• Prepare achievement report as per SOP target.
• Fiber, OLT, ODF, Splitter data, Radio, CPE-related all device information update in MIS.
• Maintain internal database.
• Maintain physical stock as per inventory software.

Responsibilities & Context

Job Context:

Link3 Technologies Limited is looking for a Deputy Manager/ Asst. Manager under Nationwide Customer Service & Support (NCSS) for Customer Experience Division. The position will play a critical role in increasing the efficiency of customer support teams by refining support procedures and implementing innovative ideas and new methods of working while working closely with another cross-functional team. Monitor, manage, and respond to technical support and ensure Effective and efficient utilization of manpower to resolution and ensuring that all the necessary action is taken to resolve a customer’s inquiry. Keep Customer Support engineers up to date with recent service and product changes.

Key Responsibilities & Accountabilities (main tasks):

• Supervise, manage and respond to technical support issues which are escalated via tickets or mail.
• Prepare roster and Monthly Schedule for the Team members.
• Assign respective Team and engineer to ensure Effective and efficient utilization of manpower.
• Proactively monitor the team and make adjustments to meet optimum performance levels and advocate consistently maintained procedures.
• Responding to breakdowns and make expert level investigation of customer long critical issues, identifying their root cause, and take necessary steps.
• Undertake proactive follow-up to ensure corporate customer satisfaction level.
• Provide guidance and direction to less experienced engineers.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve support issues.
• Follow standard operating procedures (SOP) for proper escalation of unresolved issues to the appropriate internal teams.
• Supervise of New Installation, Shifting &Troubleshooting activities.
• Ensure customer support either phone call or through physical support.
• Communicates effectively with clients to identify needs and evaluate alternative technical solutions.
• Implement and execute new and existing fiber & wireless network.
• Maintain & prepare daily helpers attendance report & submit bills.
• Perform network upgradation works like EPON to GPON shifting.
• Perform faulty device check at local office & return to central store.
• Ensure compliance with SLAs by effectively managing response and resolution times.

Workplace

Work at office

Employment Status

Full Time

Gender

Only Male

Job Location

Sylhet

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