Subject Matter Expert – Technical Support (Cyberpark)

About the role

The Subject Matter Expert (SME) will provide day‑to‑day support within the technical support department, overseeing team performance and ensuring work is delivered with high quality, accuracy and the highest standards. The SME must possess deep knowledge of the systems and processes related to the role.

Key responsibilities

• Oversee daily operations, performance and results of assigned support teams.
• Ensure all tasks are executed with quality, accuracy and compliance to standards.
• Manage escalations and lead junior team members.
• Create, interpret and analyse performance reports.
• Problem‑solve independently and make fast, high‑quality decisions.
• Drive results, motivate the team and meet internal and external customer expectations.
• Work a flexible (graveyard/shifting) schedule on‑site at the IBEX Cyberpark location.

Required profile

• Experience in the high‑tech industry (IT, telecom or data‑center environment).
• Track record of delivering excellent Level 1 support.
• Strong communication, analytical and reporting abilities.
• Bachelor’s degree (any field) or equivalent work experience.
• Minimum of 2 years technical support experience in a BPO or call‑center setting.
• Hands‑on experience with Internet connectivity troubleshooting.
• Ability to apply business, technology and process knowledge to manage escalations.
• Professionalism, strong organizational and time‑management skills.

Required skills

• Internet Connectivity Troubleshooting
• Level 1 Support
• Technical Support