Rural Support Engineer/Manager

Job Description

Title: Rural Support Engineer/Manager

Company Name: Agni Systems PLC

Vacancy: 6

Age: Na

Job Location: Anywhere in Bangladesh

Salary: Negotiable

Experience: --

Published: 2026-10-05

Application Deadline: 2026-11-04

Education:

Requirements: --

Skills Required:

Additional Requirements:

Responsibilities & Context:

Agni Systems PLC, one of Bangladesh’s most trusted ISO-certified and innovative ISPs, has maintained over 30 years of nationwide industry leadership. To support our continued growth, we are seeking an experienced Rural Support Engineer & Manager/Team Lead to be be responsible for providing technical and operational support to resellers, particularly in rural and semi-urban areas. The role involves troubleshooting network and connectivity issues, coordinating with NOC and technical teams, supporting last-mile connectivity, and ensuring uninterrupted internet services for reseller networks and their customers.

Key Responsibilities for Engineers:

• Provide technical support to resellers in rural and semi-urban areas.

• Diagnose and resolve connectivity, bandwidth, transmission, fiber, and last-mile network issues.

• Coordinate with NOC, Core Network, Transmission, Fiber, IIG, and other technical teams for timely issue resolution.

• Monitor reseller links, connectivity, bandwidth utilization, and network performance.

• Conduct field visits for troubleshooting, installation, testing, and network restoration as required.

• Configure and troubleshoot routers, switches, OLT/ONU, media converters, wireless devices, and related network equipment.

• Assist resellers with routing, IP, VLAN, bandwidth, and other basic network configuration issues.

• Identify fiber cuts, power failures, transmission faults, and other network issues and coordinate timely restoration.

• Support new reseller connections, service activation, bandwidth upgrades, and network expansion.

• Maintain records of complaints, incidents, field visits, downtime, and resolutions.

• Follow up on pending complaints and ensure resolution within the defined SLA.

• Provide technical guidance to reseller technicians and field support teams.

• Prepare regular reports on reseller support activities, technical issues, and network performance.

• Ensure compliance with company policies, technical standards, and operational procedures.

• Perform any other duties assigned by the Management or reporting supervisor.

Key Responsibilities for Manager/Team Lead:

• Lead the overall Reseller Support function and ensure quality technical and operational support to all resellers.

• Develop and maintain strong professional relationships with resellers and ensure high service satisfaction and retention.

• Act as the escalation point for critical reseller complaints, connectivity issues, and service-related matters.

• Coordinate with NOC, Core Network, Transmission, Fiber, IIG, IP, Billing, Sales, and other relevant departments for timely issue resolution.

• Supervise reseller connectivity, bandwidth, last-mile network, service quality, and downtime, ensuring compliance with agreed SLAs.

• Monitor and ensure timely resolution of open, pending, and escalated complaints, including root-cause analysis and corrective actions.

• Lead and manage the Reseller Support team, including target setting, work allocation, performance monitoring, coaching, and development.

• Oversee reseller onboarding, new connections, bandwidth upgrades, service activation, network expansion, and migration activities.

• Work closely with Sales and Business Development teams to support reseller acquisition, retention, and business growth.

• Analyze reseller performance, complaints, service utilization, and market trends and provide recommendations to Management.

• Prepare and present regular MIS, KPI, SLA, downtime, complaint, and team performance reports.

• Develop and improve SOPs, workflows, escalation processes, and service-support standards to enhance operational efficiency.

• Identify opportunities for automation, process improvement, and improved reseller experience.

• Ensure compliance with company policies, technical standards, SLA commitments, and applicable regulatory requirements.

• Perform any other duties assigned by the Management.

• Provident fund,Mobile bill,Profit share
• Salary Review: Yearly
• Festival Bonus: 2

• Competitive compensation package.

• Leadership opportunity in a prominent technology-driven company.

• A dynamic and collaborative work environment.

• Opportunities for growth and contribution to national/international-level digital initiatives.

• Other benefits as per company policy.