Role Overview

NxaTel is seeking a Support & Technical Operations Lead to take full ownership of our support operations and technical escalations. This role is critical to stabilising day-to-day support, improving response quality, and ensuring technical issues are resolved efficiently and transparently.

This is an operations-first, technically strong role. The successful candidate will be office-based, overseeing inbound support, supervising ticket flow and job scheduling, and acting as the final technical escalation point when issues become complex.

This is not a software development role and not a remote position.

Key Responsibilities

1. Support Desk Ownership (Primary Responsibility)

• Own and oversee all inbound support tickets.
  

• Ensure tickets are logged correctly, prioritised appropriately, and assigned without delay.
  

• Monitor SLAs, response times, and resolution quality.
  

• Handle and resolve escalations personally where required.
  

• Ensure clear communication with customers during incidents and escalations.
  

• Maintain high standards of professionalism, accuracy, and accountability.
  

2. Technical Escalation & Troubleshooting

• Act as the final internal escalation point for complex technical issues.
  

• Independently diagnose and resolve network, connectivity, voice, and installation-related problems.
  

• Support troubleshooting for field technicians and support agents.
  

• Engage vendors or third parties when necessary and manage those escalations.
  

• Identify root causes of recurring issues and recommend corrective actions.
  

3. Job Scheduling & Field Oversight

• Oversee scheduling of installations, upgrades, and on-site technical jobs.
  

• Ensure technicians are properly prepared before dispatch.
  

• Conduct quality checks on completed work.
  

• Attend site visits as and when necessary for escalations, complex installs, or quality assurance.
  

4. Operational Stability & Process Improvement

• Improve and enforce support workflows and escalation paths.
  

• Ensure basic documentation and knowledge base material is maintained.
  

• Track trends in tickets, faults, and customer complaints.
  

• Provide clear weekly reports covering issues, risks, and operational insights.
  

• Work closely with management and product/project teams to improve service reliability.
  

What This Role Is Not

• Not a software development or engineering manager role
  

• Not a hands-off supervisory position
  

• Not a remote or hybrid-working role
  

• Not a “figure it out as you go” position
  

This role requires real technical competence, presence, and ownership.

Requirements

Required Skills & Experience

Mandatory:

• Strong technical background in IT, networking, ISP, voice, or telecom environments.
  

• Proven experience handling real technical escalations independently.
  

• Solid understanding of support desk operations and ticketing systems.
  

• Ability to prioritise, make decisions, and remain calm under pressure.
  

• Clear written and verbal communication skills.
  

• High personal integrity and commitment to transparency.
  

Nice to Have:

• Experience leading or supervising support or technical teams.
  

• Exposure to field installations and on-site troubleshooting.
  

• Familiarity with structured reporting and operational metrics.
  

Personal Attributes We Value

• Honest and transparent — no deflection or misrepresentation.
  

• Technically confident, not reliant on prompts or guesswork.
  

• Process-driven and organised.
  

• Accountable and dependable.
  

• Respected by peers for competence and integrity.
  

• Support ticket flow is stabilised and clearly visible.
  

• Escalations are handled decisively and professionally.
  

• Clear reporting on recurring issues and operational risks.
  

• Improved confidence from the support and technical teams.
  

• No unresolved “mystery issues” or hidden problems.
  

Benefits