Detalle de la Oferta

Descripción de la Oferta

Location: Tegucigalpa, Honduras
Modality: In-person
Reports to: Technical Support Manager

Job Summary
The ideal candidate is a strong leader with hands-on technical expertise and a background in networking (CCNA or equivalent required). This role involves supervising a front-line support team, ensuring quality service delivery, optimizing workflows, and resolving complex technical issues.

Key Responsibilities
- Supervise, mentor, and support a team of Tier 1 Technical Support Specialists.
- Oversee daily operations: ticket management, customer issues, and escalation handling.
- Provide technical support and guidance for troubleshooting satellite systems (fixed/mobile), RF communications, modems, routers, and network infrastructure.
- Serve as an escalation point for advanced networking issues (routing, switching, VPNs, NAT, wireless, etc.).
- Ensure service level agreements (SLAs) and quality metrics are consistently met.
- Assist with hiring, onboarding, and ongoing training of technical support staff.
- Analyze trends and create documentation/training to reduce recurring issues.
- Coordinate with Field Service teams for issue reporting and product feedback.
- Manage shift planning and ensure 24/7 support coverage when needed.
- Monitor and report on team KPIs and performance metrics to management.

Requirements
- Associate or Bachelor’s degree in Computer Science, Telecommunications, Engineering, or related field (or equivalent experience).
- CCNA certification or equivalent Cisco networking experience (required).
- Minimum of 3 years of technical support experience, including 1+ years in a leadership role.
- Strong knowledge of networking protocols and systems (TCP/IP, subnetting, VLANs, DNS, DHCP, routing).
- Experience with satellite systems, RF, WAN/LAN troubleshooting.
- Familiarity with VSAT and satellite platforms (L-band, Ku/Ka-band, mobile terminals).
- Excellent communication, analytical, and customer service skills.
- Ability to work under pressure and manage escalations professionally.
- Advanced conversational English is required.

Preferred Qualifications
- Experience with Salesforce or similar CRM/ticketing systems.

Experiencia Requerida

Educación Superior

Lenguajes