Network Technical Team Lead

Jaffer Business Systems Private Limited; Karachi Division; On-site; PKR 1,300,000 - 1,900,000; Full time

Job summary

Jaffer Business Systems Private Limited in Karachi seeks a Network Technical Team Lead to oversee a team of engineers handling complex network issues. Your focus will be on solutions across LAN, WAN, and cloud environments while maintaining strong customer relationships.

The suitable candidate will have a Bachelor's degree in Computer Science and at least 5 years of experience in network engineering, including 1 year in a supervisory capacity. Strong capabilities in troubleshooting, network monitoring tools, and customer support are essential.

Qualifications

• 5+ years of experience in network engineering, with at least 1 year in a lead role.
• Strong hands-on experience with network devices from major manufacturers.
• Proficiency in networking protocols such as BGP, OSPF, and MPLS.

Responsibilities

• Lead and manage a team of L2/L3 network support engineers.
• Troubleshoot and resolve advanced network issues across various environments.
• Conduct service review meetings with customers to discuss performance.

Skills

Routing and switching

Network security

Customer relationship management

Network monitoring tools

Troubleshooting complex network issues

Education

Bachelor's degree in Computer Science or related field

CCNP or CCIE certification

Tools

SolarWinds

PRTG

Nagios

Job description

About the job Network Technical Team Lead

• Lead and manage a team of L2/L3 network support engineers handling customer escalations
• Serve as the senior technical escalation point for complex customer network issues
• Ensure timely resolution of customer tickets in line with SLA/Warranty commitments
• Build and maintain strong relationships with key customer accounts
• Conduct regular service review meetings with customers to discuss performance and improvements

Technical Support Operations

• Troubleshoot and resolve advanced network issues across LAN, WAN, SD-WAN, and cloud environments
• Provide expert-level support for routing, switching, firewalls, VPNs, and network security
• Analyze customer network incidents, identify root causes, and deliver RCA reports
• Drive proactive monitoring and health checks of customer network environments
• Support onboarding of new customers including network assessments and solution handover
• Project management and completion within timelines
• Mentor and coach support engineers to enhance technical and customer service skills
• Develop and maintain knowledge base articles, SOPs, and troubleshooting runbooks
• Monitor team KPIs (MTTR, CSAT, ticket resolution rate) and drive continuous improvement
• Conduct quality reviews of customer interactions and technical resolutions
• Liaise with OEM vendors (Huawei, Aruba, Cisco, Juniper, Palo Alto, etc.) for escalated hardware/software issues
• Collaborate with pre-sales and solutions teams during customer proposals and proof-of-concepts
• Coordinate with NOC, security, and project teams to ensure seamless service delivery
• Provide technical input for service improvement plans and customer renewal discussions

Required Qualification & Experience

• Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field
• 5+ years of experience in network engineering, with at least 1 years in a lead or supervisory role
• Strong hands-on experience with routers, switches, firewalls, and load balancers (Huawei, Aruba, Cisco, Juniper, Palo Alto, Fortinet, etc.)
• Proficiency in networking protocols: BGP, OSPF, MPLS, VLANs, STP, QoS, VPN, SD-WAN
• Experience with network monitoring tools (SolarWinds, PRTG, Nagios, or equivalent)
• Strong understanding of LAN/WAN, data center networking, and cloud connectivity (AWS, Azure)
• Relevant certifications: CCNP, CCIE, or equivalent (preferred)