Team Lead/Supervisor – Technical Support (Networking & Connectivity)

Job Type: Full-time
Department: Technical Support / Operations
Industry: BPO / IT / Network Support

Job Summary

We are looking for a proactive and technically capable Team Lead / Supervisor to manage a team of Technical Support Engineers providing technical assistance and troubleshooting for internet connectivity, networking equipment, and related services.

The successful candidate will oversee daily operations, monitor employee performance, provide technical guidance, manage operational issues, and ensure compliance with established troubleshooting procedures and service standards.

The ideal candidate has at least five years of leadership experience in a technical support, BPO, ISP, or IT support environment, a solid understanding of networking fundamentals, and the ability to guide engineers in diagnosing and resolving connectivity issues.

Key Responsibilities

Supervise and manage the daily activities of Technical Support Engineers.

Monitor team performance, attendance, productivity, quality, and compliance with operational procedures.

Provide technical guidance and coaching on internet connectivity issues, network troubleshooting, and customer support processes.

Assist with troubleshooting internet connection problems, including intermittent connectivity, slow speeds, packet loss, latency, and connection failures.

Guide engineers in diagnosing issues involving routers, modems, gateways, wireless access points, switches, and other networking equipment.

Ensure proper troubleshooting of wired and wireless connections, Wi-Fi signal issues, IP addressing, DHCP, DNS, and basic TCP/IP concepts.

Support the investigation of LAN/WAN connectivity issues, equipment configuration problems, and network-related service interruptions.

Monitor support queues and assist with high-priority cases, recurring technical issues, and service-impacting incidents.

Review case documentation to ensure accurate troubleshooting notes, appropriate customer follow-up, and compliance with case closure procedures.

Monitor Quality Assurance (QA), Net Promoter Score (NPS), customer feedback, and resolution effectiveness.

Conduct regular coaching sessions, technical knowledge reviews, and performance improvement discussions.

Prepare operational reports and identify opportunities to improve troubleshooting efficiency, customer satisfaction, and team performance.

Coordinate with QA, Training, and Operations teams to address knowledge gaps and improve service delivery.

Ensure compliance with company policies, client requirements, information security standards, and management directives.

Qualifications

At least 5 years of leadership experience as a Team Lead, Supervisor, or Manager in a BPO, technical support, ISP, telecommunications, or IT support environment.

Basic to intermediate knowledge of networking concepts and internet connectivity troubleshooting.

Familiarity with routers, modems, gateways, wireless access points, switches, and other network devices.

Understanding of IP addressing, subnet masks, default gateways, DHCP, DNS, TCP/IP, Wi-Fi, and LAN/WAN fundamentals.

Ability to interpret basic connectivity test results using tools and commands such as ping, tracert/traceroute, and ipconfig.

Knowledge of common connectivity issues, including slow internet speeds, intermittent connections, Wi-Fi interference, packet loss, and high latency.

Familiarity with remote troubleshooting, ticketing systems, CRM platforms, and technical documentation.

Strong leadership, coaching, communication, analytical, and problem-solving skills.

Ability to manage technical issues, prioritize incidents, and guide engineers through structured troubleshooting processes.

Willingness to learn new technologies, networking platforms, and client-specific procedures.

Preferred Qualifications

Experience supporting Internet Service Providers (ISPs), telecommunications providers, or managed network services.

Familiarity with VLANs, NAT, VPNs, firewalls, DNS resolution, and basic routing concepts.

Exposure to network monitoring tools, managed Wi-Fi platforms, or enterprise networking solutions.

Certifications such as CompTIA Network+, Cisco CCNA, Cisco Meraki, or Aruba networking certifications are an advantage but not mandatory.

What We Are Looking For

A hands-on leader who can manage people while providing practical technical guidance.

Someone capable of coaching Technical Support Engineers through structured troubleshooting and root-cause investigation.

A leader who takes ownership of team performance, customer-impacting incidents, and operational follow-through.

Someone who promotes accountability, technical knowledge sharing, documentation accuracy, and continuous improvement.

How to Apply

If you have at least five years of leadership experience and a solid foundation in networking and internet connectivity troubleshooting, we encourage you to submit your resume and application for consideration.

Pay: Php50,000.00 - Php55,000.00 per month

Benefits:

• Flexible schedule
• Free parking
• On-site parking

Work Location: Remote