Your role

The Lead Technician (LT) prioritizes a 'customer-first' mindset and ensures timely and accurate planning and delivery of customer requests. The LT assist the Manager Remote Hands and Manager Data Center with the training and development of the Data Center Technicians. The LT proactively manage daily customer services requests activities and other planned works and ensures an efficient resource utilisation and an excellent customer service level by meeting committed deadlines. The LT provides technical leadership and advanced support and can be a specialist with a particular skill set. The LT serves as the primary contact for Technicians, acts as Manager Remote Hands in their absence, and assists Site Management in communicating with customer representatives during daily operations and incident escalation. As working supervisor, the LT oversees and coordinates all customer services requests and manages outing / allocation of service requests coming from different application systems. The LT monitors SLAs and supports process preparation, including instruction and reporting.

What you’ll do

• Lead and ensure adherence to company safety policies, operational efficiency, and core values. 
• Provide technical leadership, overseeing site operations to ensure compliance with industry standards. 
• Supervise and mentor technicians, facilitating their training and development. 
• Deliver advanced technical customer service support and prioritize service requests. 
• Collaborate with Site Management to identify efficiencies, innovations, and plant optimization. 
• Manage compliance, administration, and documentation, ensuring adherence to regulations. 
• Act as a single point of contact for customer service requests and maintain effective communication with stakeholders.

What you’ll need

• Minimum of 5 years of experience in ‘Telecommunications, IT or electrotechnical, Network Infra Structure environment. 
• Deep understanding of structured network infrastructure and Industry measurement tools 
• Skilled in optical fibre installations, wiring networks, electrical wiring, network configurations. 
• Excellent problem analyses skills 
• Strong troubleshooting skills and RCA capability 
• Skilled in customer communication and handling customer requests / complaints 
• Skilled in Microsoft office and Service Management applications (e.g. Excel)
• Experience in team management, resource planning, coaching, training, developing and supervising staff
• Demonstrate dedication, self-management, and proactivity. 
• Foster a team-oriented approach with excellent interpersonal skills. 
• Exhibit flexibility, reliability, and problem-solving orientation. 

Company