Network and Security Engineering Manager

As the Network/Security Engineering Manager at BDNS, you will be responsible for managing, guiding, coaching and mentoring a team of Network and Security Engineers, ensuring that they deliver exceptional support to customers whilst maintaining high performance levels and job satisfaction.

You will oversee all aspects of technical operations, including managing escalated technical issues, supporting network-related projects and driving continuous improvement in service quality related to project delivery and customer maintenance and support.

This role is open to candidates of all backgrounds.

KEY RESPONSIBILITIES

Team Leadership and Development

• Lead and manage a team of Network and Security Engineers, providing ongoing management, guidance, coaching and mentoring to ensure high performance levels, motivation and job satisfaction.
• Foster a customer-centric approach by ensuring that Engineers promptly and effectively restore customer inquiries, technical issues and service requests, while maintaining high levels of customer satisfaction.
• Develop and deliver comprehensive training programmes for Engineers to ensure they have the necessary skills, knowledge and expertise to provide exceptional customer service.
• Implement KPI's and metrics to monitor team performance, track progress, identify areas for improvement and drive accountability.

Escalation Management and Customer Interaction

• Serve as the primary point of contact for escalated technical issues,
• providing timely and effective resolutions and managing communication
• with customers and internal stakeholders.
• Maintain a strong focus on customer satisfaction, ensuring that issues are
• resolved promptly and effectively whilst maintaining clear and professional communication throughout.

Collaboration and Communication

• Foster strong collaboration and communication across functional teams, including Operations, Accounts, Sales and Managed Service Centre, to ensure alignment in delivering seamless support experiences.
• Implement quality assurance processes to ensure adherence to SLAs, industry standards and the consistent delivery of high-quality support
• services.

Documentation and Reporting

• Ensure accurate documentation of all support interactions, technical issues, resolutions and customer feedback.
• Generate regular reports to provide insights into support performance,
• trends and areas of improvement.

Continuous Improvement

• Continuously address and improve support processes, procedures and workflows to enhance efficiency, productivity and overall service quality.
• Identify and implement opportunities for process improvements, aiming to reduce customer issue resolution times and increase overall satisfaction.

Ad-hoc Duties

• Perform any ad-hoc duties as required by the company, contributing to the overall success and operation of the team and business.

QUALIFICATIONS AND SKILLS

Education, Certifications & Experience:

• Bachelor's Degree in IT, Networking, Telecommunications or a related field (or equivalent work experience)
• 5+ years' experience in a technical support role, with at least 2 - 3 years in a management or leadership capacity within an ISP or telecommunications environment.
• Strong background in network management, including LAN, WAN, Wireless and Cloud technologies.
• Practical experience with Fixed Wireless networks is beneficial.
• Proven experience in managing complex network troubleshooting and escalation processes.
• Practical experience in managing and maintaining virtual environments.

Preferred
:

• Previous experience in a senior or lead technical support role within an ISP or telecommunications company.
• Advanced certifications or training in networking, wireless technologies, fibre or related fields.
• Strong mentoring skills with the ability to guide junior staff and share knowledge within the team.

Skills & Competencies:

• In-depth knowledge of networking technologies including IP routing, switching and network protocols.
• Hands-on experience with network devices such as routers, switches, firewalls, and wireless controllers.
• Strong understanding of network security principles and tools (firewalls, IDS/IPS, VPNs)
• Familiarity with network monitoring tools and performance analytics.
• Experience in designing, deploying and managing large-scale networks.
• Strong leadership and mentoring skills with the ability to manage, motivate and develop a high-performing team.
• Excellent communication and interpersonal skills with the ability to effectively liaise with both technical and non-technical stakeholders.
• Problem-solving ability and decision-making ability to manage escalations and resolve complex issues.
• Ability to manage multiple priorities, handle stress effectively and adapt to a fast-paced work environment.

Additional Requirements:

• Ability to work flexible hours and participate in on-call management team rotations for escalations.
• Strong focus on customer service excellence and a commitment to high standards of performance.
• Travel to remote team locations in Gqeberha, Cape Town, Nelspruit, Gauteng, Pietermaritzburg.
• Role based in BDNS's Hillcrest Head Office
  .