Job description:
As the Team Leader – Field Service Technician, your job purpose is to oversee and manage various aspects of Field services for Sourceworx. This includes coordinating and reporting on Field Service Technician performance, managing Field Service escalations and incident reports, reviewing Preventative Maintenance documents submitted by FSTs, and reviewing Feasibility study documents completed by FSTs. Additionally, the role involves being a resource manager for LAN services and escalations in the Field Services, planning and organizing a standby roster for FSTs, monitoring overtime and company vehicle usage, providing input into reporting and penalty management, assisting with client engagement, and contributing to outsource management meetings. The overall goal is to ensure smooth operations, improve performance, and optimize the Field Services for the company.
Requirements and qualifications:
Bachelor's degree in a relevant field such as Information Technology, Computer Science, Telecommunications, or a related discipline.
7 or more years of experience in network and field operations management, preferably in a leadership or managerial role.
Proven track record of successfully managing and overseeing field service teams and network operations.
Experience in Network Cabling.
Experience in Fibre is an added advantage.
Experience in handling escalations, incident management, and change management processes.
Strong background in LAN/WAN/Wifi management and troubleshooting.
Experience with incident reporting.
Relevant certifications such as CCNA (Cisco Certified Network Associate), CCNP (Cisco Certified Network Professional), ITIL certifications, or other industry-specific certifications.
Technical skills:
Business Acumen: Understanding of business objectives and the ability to align network and field operations with overall organizational goals. Budgeting and financial management skills to optimize resources and control costs. Contract management and negotiation skills for dealing with vendors and service providers.
Tech Stack: In-depth knowledge of network infrastructure, protocols, and technologies. Familiarity with various network equipment, hardware, and software. Proficiency in network monitoring and management tools. Understanding of ITIL (Information Technology Infrastructure Library) best practices.
Leadership and Management Skills: Demonstrated leadership abilities, with the capability to lead and motivate teams. Strong communication and interpersonal skills to effectively interact with team members, stakeholders, and clients. Ability to coordinate and manage resources effectively to meet operational demands. Excellent problem-solving and decision-making skills.
Communication: Communicate policies to the team regarding support and services. Ensure the team is briefed on any new SOPs. Work effectively as part of a team and seek to support the team's goals. Keep all relevant staff informed of any perceived trends, positive or negative, on the phone calls and emails being received. Update Service Desk Management immediately of any unresolved issues, escalations, and general issues. Report any tools-related issues to the internal support teams and manage to resolution to ensure the team can work. Identify environment-related issues and raise them with management attention with sufficient lead time to avert crises.
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