Technical Support Lead at Liquid Intelligent Technologies Zambia

Job Title: Technical Support Lead – X2

The role is responsible for actualizing the Liquid Intelligent Technologies (LIT) technical support strategy in line with the overall LIT business strategy. The Technical Support Lead therefore, supports, and works closely with customers and sales teams to guarantee the successful delivery of LIT services. The role ensures that any technical issues affecting the customer’s services are resolved in accordance with both network and customer agreed Service Level Agreements (SLAs).

To operate effectively, the incumbent is expected act as lead technical consultant to the customer and sales team and shall coordinate service delivery activities, network rollout projects, customer technical support as well as network operations and maintenance tasks in as far as they affect service delivery to the customer.

An ability to manage teams and facilitate collaboration is required for this role. Having expert knowledge of fibre optic network rollout processes as well as fibre optic network operations and maintenance is critical while a working understanding of wireless networks (WiFi, 4/5G) as well as network routing and switching are essential. More importantly, due to constant evolution of technologies and delivery models, it is vital that the incumbent has an overarching desire to constantly learn and adapt to new technologies and services and how best to support them. Fiber fibre

1. Responsibilities
A) Technical support
1. To appreciate fully, the scope of services contracted by your customers as well as gain a complete understanding of the underlying architecture required to deliver these services to the customers.
2. To act as a primary technical contact at LIT, in relation to the services that your customers have contracted, ensuring that all contact with the customer is ticketed and assigned to the correct teams for resolution.
3. To proactively monitor service parameters in relation to the customer’s services and initiate corrections where these are likely to deviate from agreed SLAs.
4. To troubleshoot and resolve issues relating to the services the customer has contracted from Liquid.
5. Identify the root cause, plan and supervise the implementation of actions that will permanently address any recurring issue affecting the customer’s experience.
6. To escalate to relevant teams any issue requiring specialist attention,
7. To follow up and ensure that the customer is kept informed on the progress towards issue resolution through the ticketing and communications platforms.
8. Ensures that support calls meet agreed SLAs.
9. Provide Pre-Sales technical Support to Key Account Managers during customer calls.

B) Customer Support
1. The Technical Support Lead shall be responsible for assisting the customer to maximize the usage and benefits relating to the services that the customer subscribes to.
2. Recommend to the customer, ways and means through which the customer’s experience of the Liquid services can be enhanced (e.g. product bundling)
3. Conduct periodic assessments on the reliability and operation of back up systems relating to the customer’s services from Liquid.
4. To conduct and document regular service review meetings with the customer.
5. To document and provide monthly reports for the customer.

C) Service Delivery
1. To remain aware of all services the customer subscribes to and must remain abreast with any changes to related to these services.
2. To implement and configure new services and service modifications for the customer in line with approved processes.

2. Skills
A) Technical Skills
Networking: You must have a good understanding of routing and switching and generally be conversant with networking in its various forms from traditional Layer 2 and Layer 3 networking to networking techniques that can be Layer 7 aware such as SD-WAN.
Cloud: You must demonstrate an understanding of how cloud-based systems are deployed and managed,
Cybersecurity: You must have knowledge of network security protocols, firewall management as well as knowledge about common cyber security threats in the networking environment. You must be able to keep abreast of evolving threats.
Learning: You must be eager and willing to learn continuously especially since technology is evolving constantly.

B) Soft Skills
Communication: You must have excellent written and oral communication skills.
Organization: You will likely be handling issues from customers. An ability to remain organized and keep track of all cases raised will take you far.
Customer service: Above all, you shall be dealing with our most our valued clients. You must prepare to listen, be empathetic and provide reassuring calmness to the customer while ensuring that their needs are prioritized accordingly.
Problem solving: You must be a problem solver at heart. Critical thinking and problem analysis are essential for this role.

3. Education Requirements

• A bachelor’s degree in an ICT related field
• Networking and / or project management Certification is required.
• Membership of ICTAZ / EIZ
• At least 2 years’ experience in a related field.

Method of Application

Applications are invited from suitably qualified candidates to fill the roles highlighted above.
Please forward your Application and CV to [email protected], clearly indicating the title of the Job applied for, in the subject.

Closing date for all applications is Monday the 3rd of March 2025.