Technical Support Manager
hace 4 semanas
Job Title: Technical Support Manager
Job Summary:
We are seeking a highly skilled Technical Support Manager to lead our Tier 2 operations team at AireSpring. As a key member of our technical support infrastructure, you will be responsible for managing daily operational activities, ensuring documented policies and procedures are followed, and developing and maintaining key performance indicators.
Key Responsibilities:
- Manage daily operational activities, including personnel performance, evaluations, priorities, training, certifications, scheduling, retention, and new hires.
- Develop and maintain departmental and individual key performance indicators, per ticket-type SLOs, communication internal and content requirements, escalation SLAs, and reports that track key metrics associated to each.
- Continuously identify, define, and lead initiatives that improve the customer experience, reduce ticket duration, eliminate ticket creations, avoid repetitive tasks, and/or streamline ticket handling.
- Act as the primary escalation point of contact for issues raised beyond technician and supervisors levels, and own a timely path to resolution and communication related to the escalation.
- Implement and maintain a robust root cause data gathering method for all tickets and escalations, and seek to eliminate/reduce go-forward similar tickets and escalations through inter-departmental process/data improvement initiatives, customer/agent education, personnel training, documentation improvements, tool changes/development, and automation projects.
Requirements:
- 5+ years of experience as a technical trouble ticket manager or supervisor, with 15+ reports, at a large 24x7 MSP/ISP that offers Internet, networking, security, HPBX, SD-WAN, and SIP services via a multitude of carriers and circuit types.
- 3+ years of experience as a senior NOC or repair technician that individually resolved Internet, networking, security, HPBX, SD-WAN, and SIP services.
- Deep demonstrable understanding of the OSI layers and troubleshooting techniques across them for all applications/services.
- Strong educator/mentoring skills to provide escalation-level assistance and support to technicians and supervisors that may require guidance on open tickets.
- Hands-on experience and technical certifications with Fortinet FW/SD-WAN/Wi-Fi/switches, Velo/VMware/Broadsoft SD-WAN, Cisco Meraki routers/switches/Wi-Fi, PEPlink and/or BEC mobile wireless routers and modems, the Cisco Broadsoft/Webex or Microsoft Metaswitch HPBX platforms, and finally CLI-based BGP/OSPF/VLANs/AAA/security routing and switching on Cisco, Adtran, and Fortinet devices.
- 5 years of experience with monitoring platforms, as well as functional development, tool development, and automation related to those platforms.
- Deep understanding of how SNMP, ICMP, scripts, API, closed portals, vendor OSS/BSS platforms, Syslog, RADIUS logs, SNMP alerts, and TACACS logs can be leveraged to improve the customer experience, and improve Tier 2 event awareness and performance.
- Proven ability to source and hire highly skilled technicians from any location across the planet, integrate them into a technical support infrastructure, and manage their performance.
- Demonstrable history, focus, and mastery of responsibilities outlined above.
What We Offer:
- Medical Benefits with optional supplemental services through AFLAC
- Paid Time-Off Plan
- Paid Holidays
- 401K with employer match
- AT&T Discount on personal mobile plan
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