Assistant Manager, Nationwide Customer Service & Support

Job Description

Title: Assistant Manager, Nationwide Customer Service & Support

Company Name: Information Services Network Limited

Vacancy: --

Age: 30 to 40 years

Job Location: Anywhere in Bangladesh

Salary: --

Experience:

• 6 to 9 years

• Bachelor in Engineering (BEngg)
• Bachelor’s degree in computer science & engineering (CSE), Electrical & Electronic Engineering (EEE), Information Technology (IT), Telecommunications Engineering, or related discipline.

• 6 to 9 years

• Age 30 to 40 years

Experience

• The applicants should have experience in the following business area(s): ISP

Required Qualification:

• 6–9 years of relevant experience in ISP operations (experience requirement may vary based on position level).
• Hands-on experience with FTTx network deployment and maintenance.
• Strong expertise in MikroTik Router configuration and troubleshooting.
• Practical experience with GPON/EPON technologies and OLT configuration.
• Sound knowledge of wireless networking and routing.
• Good understanding of TCP/IP, VLAN, VPN, QoS, DHCP, DNS, and routing protocols.
• Strong analytical, leadership, communication, and problem-solving skills.
• Familiarity with ISP CRM systems is an added advantage.

Key Competencies:

• Leadership and team management
• Customer-centric approach
• Strong troubleshooting ability
• Time management and multitasking
• Decision-making under pressure
• Excellent communication and reporting
• Attention to detail and quality assurance

Responsibilities & Context

Technical Operations:

• Manage and maintain the Fiber Optic (FTTx) network to ensure maximum uptime and reliability.
• Configure, monitor, and troubleshoot OLTs, ONUs and passive optical network infrastructure.
• Monitor and maintain wireless network infrastructure, including point-to-point (PTP) and point-to-multipoint (PTMP) links.
• Coordinate and perform remote & on-site technical support to residential and corporate customers.
• Handle escalated technical issues and ensure timely resolution within defined SLAs.
• Monitor network performance and service quality KPIs.
• Manage inventory of networking equipment, fiber accessories, and technical tools.
• Maintain accurate records of equipment issuance, returns, and stock levels.
• Supervise daily technical team operations, duty rosters, attendance, and task assignments.
• Support HR-related operational activities, including performance monitoring, training coordination, and workforce planning for 24/7/365 days.
• Prepare daily, weekly, and monthly operational reports.

• Mobile bill,Weekly 2 holidays
• Salary Review: Yearly
• Festival Bonus: 2