About Ankabut Internet Service Provider

Ankabut ISP is a well-established internet service provider that has been operating in Afghanistan since 2014. Over the years, we have grown steadily and developed an extensive network infrastructure that covers 34 provinces of Afghanistan. With a dedicated team of over 100 professionals, we have successfully obtained licenses for FTTH, fiber metropolitan networks, wireless, and microwave services from ATRA (Afghanistan Telecom Regulatory Authority).

Job Summary

The ISP Helpdesk Manager at Ankabut ISP plays a critical role in ensuring the smooth and efficient operation of the helpdesk and Network Operations Center (NOC). The manager will oversee a team of technical support professionals to provide 24/7 support to all subscribers of Ankabut ISP. The primary focus of this role is to maintain a high level of customer satisfaction by promptly addressing technical issues, coordinating resources, and ensuring effective communication between teams.

Duties & Responsibilities

Team Management:

• Lead, mentor, and manage a team of helpdesk technicians and NOC engineers.
• Develop and maintain team schedules to ensure 24/7 coverage, including shift assignments and on-call rotations.
• Provide guidance, training, and performance feedback to team members
• Foster a collaborative and positive work environment that promotes teamwork and knowledge sharing.

Technical Support:

• Oversee the resolution of technical issues reported by subscribers via various communication channels, including phone, email, and chat.
• Prioritize and delegate support tickets based on severity and complexity.
• Monitor the team's response times, resolution rates, and customer satisfaction levels.
• Escalate critical issues to appropriate teams and stakeholders when necessary.

NOC Operations:

• Manage the Network Operations Center to ensure network stability, uptime, and optimal performance.
• Monitor network infrastructure, servers, and equipment for any anomalies or failures.
• Coordinate with network engineers to troubleshoot and resolve network-related incidents and outages.
• Implement and maintain monitoring tools and processes to proactively detect issues.

Process Improvement:

• Continuously evaluate and improve support processes to enhance efficiency and customer satisfaction.
• Identify recurring issues and collaborate with technical teams to implement permanent solutions.
• Contribute to the development of knowledge base articles, FAQs, and self-help resources.

Reporting and Communication:

• Generate regular reports on helpdesk and NOC performance, highlighting key metrics, trends, and areas for improvement.
• Communicate effectively with internal teams, including customer service, technical teams, and management, to provide updates on major incidents and resolutions.

Quality Assurance:

• Implement quality assurance measures to ensure consistent and accurate support delivery.
• Conduct periodic reviews of support interactions to ensure adherence to company standards and procedures.

Job Requirements

Qualifications and Experience:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven experience in managing technical support teams, preferably in the ISP or telecommunications industry.
• In-depth understanding of networking concepts, internet protocols, and ISP operations.
• Strong problem-solving skills and the ability to make informed decisions under pressure.
• Excellent communication skills, both written and verbal.
• Proficiency in using helpdesk ticketing systems, network monitoring tools, and customer relationship management software.

Attributes:

• Leadership and team-building skills.
• Customer-focused and service-oriented mindset.
• Ability to prioritize tasks and manage time effectively.
• Strong analytical and troubleshooting skills.
• Adaptability to changing technologies and environments.
• Strong commitment to quality and continuous improvement.

Submission Guideline

Thank you for your interest in the ISP Helpdesk Manager position at Ankabut ISP. To apply for this role, please follow the guidelines below. We look forward to receiving your application via email at hr@ankabut.af.

Step 1: Prepare Your Application

1. Update your resume/CV to include your most recent work experience, education, skills, and contact information.
2. Create a cover letter if you wish to provide additional context about your qualifications and interest in the position.

Step 2: Compose Your Email

1. Open your preferred email client or webmail service.
2. In the "To" field, enter: hr@ankabut.af

• Enter the following details in the subject line:Subject: [Vacancy Number] - [Job Title] Application - Your Full Name

Step 3: Attach Your Documents

1. Attach your updated resume/CV to the email.
2. If applicable, attach your cover letter and any other relevant documents.

Step 4: Write Your Email

1. In the body of the email, introduce yourself briefly and express your interest in the ISP Helpdesk Manager position.
2. Mention the vacancy number and job title in your email content as well.

Step 5: Verify Your Details

1. Double-check that you have correctly mentioned the vacancy number and job title in both the email subject line and the email content.

Step 6: Review and Send

1. Review the email content, attached documents, and subject line to ensure accuracy.
2. Once you're satisfied with your application, click the "Send" button to submit your email.

Functional Area

IT - Hardware

IT - Software

Countries

Afghanistan

Provinces

Kabul

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