Rural Support Engineer/Manager

We are currently seeking a highly motivated and dynamic team player to join our team as a Support Engineer/Manager. Candidates should have 3-7 years of working experience, ensuring uninterrupted internet services for reseller networks & clients.

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.

• Bachelor of Science (BSc) in Computer Science & Engineering, Electronics and Telecommunication Engineering, Electrical & Electronic Engineering

• CCNA/MTCNA/CCNP or equivalent professional certification will be an advantage.

• 3 to 7 years
• The applicants should have experience in the following business area(s): ISP

• Age 27 to 35 years
• Only Male

• Strong knowledge of ISP network architecture and last-mile connectivity.

• Strong understanding of TCP/IP, routing, switching, VLAN, BGP, OSPF, DHCP, DNS, NAT, and IP networking.

• Practical knowledge of MikroTik, Cisco, Huawei, ZTE, or similar networking equipment.

• Good understanding of fiber-optic networks, GPON/EPON, transmission, and wireless connectivity.

• Experience with NMS/network monitoring and incident-management systems.

• Good understanding of bandwidth management, IP management, and network troubleshooting.

• Strong knowledge of SLA, incident management, and root-cause analysis.

• Excellent MS Office, reporting, analytical, and presentation skills.

Client Relationship, Communication and interpersonal skill, Consumer Behavior Understanding, Energetic and self-motivated, ISP operation, MS Office, Proactive and Positive attitude, Strong analytical and problemsolving skills.

• 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.

• Employment status: Full Time
• Workplace: Work at office
• Vacancies: 6
• Salary: Negotiable
• Job location: Anywhere in Bangladesh