Rural Support Engineer/Manager

✔ Age: 27–35 years
✔ Gender: Male only
✔ Strong knowledge of ISP network architecture and last-mile connectivity.
✔ Solid understanding of TCP/IP, Routing, Switching, VLAN, BGP, OSPF, DHCP, DNS, NAT, and IP networking.
✔ Practical hands-on 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.
✔ Strong knowledge of bandwidth management, IP management, and network troubleshooting.
✔ Good understanding of SLA management, incident management, and root-cause analysis (RCA).
✔ Excellent skills in MS Office, technical reporting, data analysis, and presentation.

Agni Systems PLC, one of Bangladesh’s trusted ISO-certified and innovative Internet Service Providers (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 provide technical and operational support to resellers, particularly across rural and semi-urban areas. The role focuses on 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 – Engineer

✔ Provide technical support to resellers across 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 overall 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 accurate records of complaints, incidents, field visits, downtime, and resolutions.

✔ Follow up on pending complaints and ensure resolution within defined SLA timelines.

✔ 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 other duties assigned by Management or the reporting supervisor.

Key Responsibilities – Manager/Team Lead

✔ Lead the overall Reseller Support function and ensure quality technical and operational support for all resellers.

✔ Build and maintain strong professional relationships with resellers while ensuring 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 while 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 through target setting, work allocation, performance monitoring, coaching, and team 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 actionable 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 improve operational efficiency.

✔ Identify opportunities for automation, process improvement, and enhanced reseller experience.

✔ Ensure compliance with company policies, technical standards, SLA commitments, and applicable regulatory requirements.

✔ Perform other duties assigned by Management.