Technical Support Team Lead

About the role

WinFi is seeking a Technical Support Team Lead to oversee a team of Tier 1 and Tier 2 specialists, ensuring uninterrupted network, guest Wi‑Fi and access system services for over 160 businesses and 500,000 daily users. The role combines hands‑on technical problem solving with people leadership.

Key responsibilities

• Lead, coach and develop a technical support team, managing Tier 1 and Tier 2 specialists.
• Own service level agreements, monitor queue health and drive customer satisfaction.
• Act as senior escalation point for complex network and product issues.
• Identify root‑cause problems, implement process improvements and enrich the knowledge base.

Required profile

• Minimum 5 years experience in technical support or NOC environments.
• At least 2 years of experience leading a support team.
• Strong networking fundamentals including TCP/IP, DNS, VLANs, routing, wireless and VPN.
• Hands‑on experience with MikroTik / RouterOS.
• Excellent communication skills in Arabic and English, and ability to stay calm under pressure.

Required skills

• TCP/IP
• DNS
• VLAN configuration
• Routing protocols
• Wireless networking
• VPN technologies
• MikroTik RouterOS