Support & Technical Operations Lead

Nxa Tel | Contract

• Date Opened: 31/01/2026
• Job Type: Contract
• Industry: Customer Success & Support
• Required Experience:
  
  Technical and support desk
• Salary: 25000
• City:
  Menlo Park
• Province:
  Gauteng
• Country:
  South Africa
• Postal Code: 0060

Nxatel is a modern unified communication platform for small and medium businesses. It 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 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:

Nxa Tel 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.

• Support Desk Ownership (Primary Responsibility)
  • 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.
• Technical Escalation & Troubleshooting
  • 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.
• Job Scheduling & Field Oversight
  • 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.

• 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

Mandatory

• 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.

Nice To Have

• 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.

• UIF
• Provident & Funeral once permanent