Technical Support Manager


Premium Job From Pangea Connected Limited

Recruiter

Pangea Connected Limited

Listed on

20th February 2020

Location

Kingston Upon Thames

Salary/Rate

£26000 - £29000

Salary Notes

Salary dependent on experience

Type

Permanent

Start Date

Immediate

This job has now expired please search on the home page to find live IT Jobs.

Company name:  Pangea Connected Limited

Company Sector:  Telecommunications and IoT

Start date:  ASAP

Role Title:  Technical Support Manager

Brief:

Pangea is an IoT (Internet of Things) solution provider. Established in 2014, we provide predominantly cellular-based services to the B2B market around the world, operating in industries such as asset tracking, smart healthcare, environmental monitoring and smart cities.

Pangea is growing rapidly and is looking for a Technical Support Manager to provide day to day second line technical support and provisioning for customer services, as well as mentoring and leading the team. A typical day would be split between provisioning complex customer CPE devices, assisting 2nd line support, liaising with suppliers, managing non-BAU customer requests, troubleshooting escalated tickets.

Pangea is a growing company which thinks big. You will be working in a close-knit environment and be celebrating the successes of the business, while helping manage the challenges. We work and play hard, so we need a Technical Support Manager who is bright, full of ideas, and willing to operate in a fluid and changing environment.

This role is ideal for a person who is technically minded but also can communicate with a wide audience on a business level.

Previous experience in a mobile network operator environment, in addition to computer networking experience, is essential.

Areas of the role include:

Service setup for non-standard and complex services

Provisioning on complex services and CPE configurations for customers

Provisioning and support of non BAU type services for customers

Support sales team with an understanding of product capabilities and value

Project manage operations projects

Testing of new products and services to be introduced into the Pangea portfolio

Manage and mentor the 2nd line team using your mobile network experience and technical expertise

Assist in ensuring that the 2nd line team is equipped and trained to service customers

Report to the Operations Director

Required Skills for this role:

Network certification, e.g. CCNA or networking related degree or diploma

Previous 2nd line or network support experience in a service provider environment

Familiarity with CLI interfaces to configure routers, e.g. SSH / telnet / console

Exposure to cellular network or broadband network environments

Project and time management

Excellent communication skills, both verbal and written

An attention to detail and working on projects through to completion

Confidence to work autonomously and liaise with a mix of individuals

Ability to liaise with internal and external stakeholders in a professional manner

Assisting the team in the preparation and follow up process of on boarding of new clients

Various ad hoc duties

Team management, rostering and being a technical lead

Ability to mentor team members

We look forward to working with you and welcoming the right candidate to our growing business.

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