Technical Support Engineer Lead-Akij Blue Pill Ltd.

Job Description

Title: Technical Support Engineer Lead-Akij Blue Pill Ltd.

Company Name: Akij Resources

Vacancy: 1

Age: 34 to 45 years

Location: Dhaka

Salary: Negotiable

Experience:
∎ 5 to 7 years
∎ The applicants should have experience in the following business area(s):IT Enabled Service, Group of Companies

Published: 18 May 2025

Education:
∎ Bachelor of Science (BSc) in Computer Science

Requirements:

Additional Requirements:
∎ Age 34 to 45 years
∎ Minimum 5–7 years of experience in IT support roles, with at least 2 years in a team lead or supervisory role.
∎ Proven expertise in troubleshooting Windows/Linux systems, networking, cloud environments, and enterprise applications.
∎ Strong knowledge of ticketing tools (e.g., Jira, ServiceNow, Zendesk).
∎ Experience with ITIL framework and service management best practices.
∎ Excellent problem-solving, communication, and interpersonal skills.
∎ Ability to work in a fast-paced, client-driven environment.
∎ Minimum 5–7 years of experience in IT support roles, with at least 2 years in a team lead or supervisory role.
∎ Proven expertise in troubleshooting Windows/Linux systems, networking, cloud environments, and enterprise applications.
∎ Strong knowledge of ticketing tools (e.g., Jira, ServiceNow, Zendesk).
∎ Experience with ITIL framework and service management best practices.
∎ Excellent problem-solving, communication, and interpersonal skills.
∎ Ability to work in a fast-paced, client-driven environment.


Responsibilities & Context:
∎ Lead and mentor the technical support engineering team to ensure timely and efficient resolution of client issues.
∎ Handle critical and escalated incidents with a focus on minimizing downtime and impact.
∎ Monitor daily support operations, ticketing systems, and SLA compliance across all service verticals.
∎ Coordinate with solution architects, infrastructure, and cybersecurity teams to resolve complex issues.
∎ Analyze recurring issues and develop root-cause solutions and preventive measures.
∎ Collaborate with project managers and BPO teams for post-implementation support and transition planning.
∎ Prepare reports, trend analyses, and performance metrics for internal stakeholders.
∎ Conduct technical training and workshops to upskill team members.
∎ Ensure adherence to ITIL practices and compliance with client-specific requirements.
∎ Interface directly with clients to maintain strong relationships and a high level of satisfaction.
∎ Job Summary:
∎ As the Technical Support Engineer Lead at Akij Blue Pill Limited, you will be responsible for leading a dynamic team of support engineers to deliver exceptional IT support services to our clients across various sectors including banking, healthcare, government, and corporate. You will oversee escalated technical issues, ensure service quality, manage SLAs, and contribute to continuous service improvement initiatives.
∎ Key Responsibilities:
∎ Lead and mentor the technical support engineering team to ensure timely and efficient resolution of client issues.
∎ Handle critical and escalated incidents with a focus on minimizing downtime and impact.
∎ Monitor daily support operations, ticketing systems, and SLA compliance across all service verticals.
∎ Coordinate with solution architects, infrastructure, and cybersecurity teams to resolve complex issues.
∎ Analyze recurring issues and develop root-cause solutions and preventive measures.
∎ Collaborate with project managers and BPO teams for post-implementation support and transition planning.
∎ Prepare reports, trend analyses, and performance metrics for internal stakeholders.
∎ Conduct technical training and workshops to upskill team members.
∎ Ensure adherence to ITIL practices and compliance with client-specific requirements.
∎ Interface directly with clients to maintain strong relationships and a high level of satisfaction.


Skills & Expertise:

Compensation & Other Benefits:
∎ T/A, Mobile bill, Medical allowance, Provident fund, Weekly 2 holidays, Insurance, Gratuity
∎ Lunch Facilities: Partially Subsidize
∎ Salary Review: Yearly
∎ Festival Bonus: 2
∎ Earn Leave

Workplace:
∎ Work at office

Employment Status: Full Time

Gender:
∎ Only Male

Job Location: Dhaka

Company Information:
∎ Akij Resources
∎ 198 Bir Uttam Mir Shawkat Sarak, Dhaka 1208
∎ Akij Resources Limited also known as ARL was founded in April 2020 with a mission to ensure best quality products and services to the customers through continuous improvement that benefits society and environment.

Address::
∎ 198 Bir Uttam Mir Shawkat Sarak, Dhaka 1208
∎ Akij Resources Limited also known as ARL was founded in April 2020 with a mission to ensure best quality products and services to the customers through continuous improvement that benefits society and environment.

Read Before Apply: Please apply only who are fulfilling all the requirements of this job

Application Deadline: 22 May 2025

Category: IT/Telecommunication

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