Support & Technical Operations Lead

Menlo Park, South Africa Posted on 31/01/2026

• Work Experience Technical and support desk
• Province Gauteng
• Country South Africa
• Postal Code 0060

Nxatel is a Modern Unified communication platform, for Small and Medium businesses. That allows you to get local numbers from over 10+ African countries to use on any device. It's easy to set-up you just need is 3 minutes and you gain access to the cloud phone system, virtual meetings, team chats and cloud storing all in a secure platform

Role Overview

NxaTel is seeking a Support & Technical Operations Lead to take full ownership of our support operations and technical escalations. This role is critical to stabilising day-to-day support, improving response quality, and ensuring technical issues are resolved efficiently and transparently.

This is an operations-first, technically strong role. The successful candidate will be office-based, overseeing inbound support, supervising ticket flow and job scheduling, and acting as the final technical escalation point when issues become complex.

This is not a software development role and not a remote position.

• Own and oversee all inbound support tickets.
• Ensure tickets are logged correctly, prioritised appropriately, and assigned without delay.
• Monitor SLAs, response times, and resolution quality.
• Handle and resolve escalations personally where required.
• Ensure clear communication with customers during incidents and escalations.
• Maintain high standards of professionalism, accuracy, and accountability.
• Act as the final internal escalation point for complex technical issues.
• Independently diagnose and resolve network, connectivity, voice, and installation-related problems.
• Support troubleshooting for field technicians and support agents.
• Engage vendors or third parties when necessary and manage those escalations.
• Identify root causes of recurring issues and recommend corrective actions.

• Oversee scheduling of installations, upgrades, and on-site technical jobs.
• Ensure technicians are properly prepared before dispatch.
• Conduct quality checks on completed work.
• Attend site visits as and when necessary for escalations, complex installs, or quality assurance.

• Improve and enforce support workflows and escalation paths.
• Ensure basic documentation and knowledge base material is maintained.
• Track trends in tickets, faults, and customer complaints.
• Provide clear weekly reports covering issues, risks, and operational insights.
• Work closely with management and product/project teams to improve service reliability.

• Not a software development or engineering manager role
• Not a hands-off supervisory position
• Not a remote or hybrid-working role
• Not a "figure it out as you go" position

This role requires real technical competence, presence, and ownership.

• Strong technical background in IT, networking, ISP, voice, or telecom environments.
• Proven experience handling real technical escalations independently.
• Solid understanding of support desk operations and ticketing systems.
• Ability to prioritise, make decisions, and remain calm under pressure.
• Clear written and verbal communication skills.
• High personal integrity and commitment to transparency.

• Experience leading or supervising support or technical teams.
• Exposure to field installations and on-site troubleshooting.
• Familiarity with structured reporting and operational metrics.

• Honest and transparent - no deflection or misrepresentation.
• Technically confident, not reliant on prompts or guesswork.
• Process-driven and organised.
• Accountable and dependable.
• Respected by peers for competence and integrity.

• Support ticket flow is stabilised and clearly visible.
• Escalations are handled decisively and professionally.
• Clear reporting on recurring issues and operational risks.
• Improved confidence from the support and technical teams.
• No unresolved "mystery issues" or hidden problems.