About the role
Information Services Network Limited is looking for Assistant Manager, Nationwide Customer Service & Support
Job Description / Responsibility
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.
Employment Status
FullTime
Educational Requirements
- Bachelor of Science (BSc)
- Bachelor in Engineering (BEngg)
- Bachelor’s degree in computer science & engineering (CSE), Electrical & Electronic Engineering (EEE), Information Technology (IT), Telecommunications Engineering, or related discipline.
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
Job Location
Anywhere in Bangladesh
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