Company Description Xceed is a leading multilingual Business Process Outsourcing provider in the EMEA region, operating more than 10,000 web-enabled multi-channel stations. The company supports government and commercial clients in 10 different languages through sites in Egypt, Morocco, Mauritius, UAE, and a new site in Saudi Arabia. Xceed delivers inbound and outbound contact center services, back-office support, infrastructure management, recruitment process outsourcing, helpdesk support, and social media analysis services. The organization is consistently recognized by international bodies for outsourcing excellence, impact sourcing, sustainability, and diversity, equity, and inclusion initiatives. Xceed also maintains multiple global certifications in quality, information security, business continuity, occupational health and safety, and environmental management.
Role Description The Telecommunication Engineering Support Senior Supervisor is a full-time, on-site role based in Maadi, QLD. This role oversees a team providing technical support for telecommunications systems, ensuring high availability, performance, and service reliability. Daily tasks include supervising support operations, allocating workloads, monitoring ticket queues, and ensuring timely resolution of incidents and service requests.



The Senior Supervisor collaborates with engineering and operations teams to troubleshoot complex issues, implement preventive measures, and support infrastructure upgrades. Additional responsibilities include coaching and mentoring team members, optimizing support processes and documentation, maintaining customer service standards, and preparing performance and incident reports for management.
Qualifications

Strong supervisory skills, including team leadership, performance management, and workload prioritization.Advanced analytical skills for incident diagnosis, root cause analysis, and data-driven decision-making.Excellent communication skills for transparent interaction with technical teams, stakeholders, and customers.Hands-on experience in technical support within telecommunications or network engineering environments.Proven customer service skills, with a focus on service quality, issue ownership, and follow-through.Relevant technical background in telecommunications, networking, or related engineering field; a bachelor’s degree or equivalent experience is preferred.Familiarity with ticketing systems, monitoring tools, and ITIL-based support processes is an advantage.Ability to work on-site in Maadi, QLD, adapt to a fast-paced environment, and collaborate across multicultural teams.

📌 Telecommunication Engineering Support Senior Supervisor (Cairns)
🏢 Xceed
📍 Cairns