The Manager, Technical Support is a lead position in our NOC, focused on our HSIA (High Speed Internet Access) products and solutions, and acting as a bridge to all other products and service offered by our company.  The Manager, Technical Support handles higher-level escalations from other NOC members, troubleshoots global issues, and ensures that all other members of the department are equipped with the tools and knowledge needed to maintain high levels of efficiency and employee satisfaction.  While interfacing with other departments on a regular basis, the role also encourages a company-wide focus on coherence and teamwork.


PRIMARY RESPONSIBILITIES INCLUDE, but are not limited to:

• Liaise with staff, property management groups, ISP’s, and other vendors to ensure any change orders are well communicated, well thought out, and efficiently executed to completion with minimal service disruptions for all parties
• Participate in client-level communications when necessary to ensure high levels of customer service and efficient problem-resolution tactics are in place
• Mentor lower tiers to improve their skills, and ensure all team members can effectively handle incoming requests
• Consistently review existing procedures for improvement opportunities department-wide
• Consistently look for ways to improve operational efficiencies and quality, including new methodologies and technological concepts to implement either internally or in production
• Put together and manage well-documented and organized projects for teams within the department to execute
• Perform high level and in-depth network monitoring, as well as troubleshooting and diagnosing network, hardware, and ISP issues
• Adhere to general and property specific service level agreements (SLA)
• Analyze, identify and resolve larger global/system wide issues
• Use advanced knowledge of networks, policies and procedures, and best practices to educate and present solutions for clients
• Dig below the surface and identify trends in support tickets, diagnose underlying causes, and take appropriate actions
• Offer “frontline” insight to Tier 3 agents and support managers to ensure best practices and SOP’s are developed or modified to achieve maximum efficiency and employee satisfaction
• Maintain a strong sense of leadership and responsibility for the department
• Managers are responsible for creating policies and procedures for their staff. To ensure customers receive excellent and consistent service it is vital that all employees provide the same types of assistance and handle issues in similar manners. Technical Support Manger must make sure their staff knows the policies and adheres to them at all times.
• Technical Support Managers must analyze their support team to establish whether or not all personnel are following the best practices established by the company. Standardized performance metrics should be established to ensure all employees are judged by the same measurements and criteria.

REQUIRED EDUCATION AND EXPERIENCE:

• Associate’s or Bachelor's degree in Computer Science, IT or related IT experience
• Minimum 5 years of technical experience with hands-on HSIA networking experience
• Strong understanding of a wide variety of networking concepts spanning across all layers, including (but not limited to) routing, complex VLAN topologies, general switching, firewalling, wireless, and IGMP
• Understanding of basic scripting concepts relative to bash/python/ruby/etc.
• Proficiency with Windows, Mac, and Linux operating systems
• An analytical mind and the ability to investigate, understand, and explain technical concepts to technical and non-technical individuals
• Experience with VOIP, network routers, switch configurations, and SIP protocol IP phones
• Outstanding verbal and written communication skills with a customer-focused attitude
• High level of interpersonal, organizational and analytical skills
• Proven ability to meet tight deadlines
• Working knowledge of essential office software
• Team player mentality is essential

 
PREFERRED QUALIFICATIONS:

• CCENT, CCNA, CCNP, or other industry certifications
• Experience with IOS/Procurve/Fortigate systems
• Experience with Cisco IOS, Adtran AOS, and telephony/SIP equipment
• Asterisk and service experience 

PHYSICAL DEMANDS / REQUIREMENTS:

• Ability to continuously Ability to bend, squat, climb stairs, and lift frequently  
• Ability to lift up to 30 pounds occasionally

DESCRIPTION OF WORK ENVIRONMENT:
Generally, works in an office environment but may occasionally be required to perform job duties outside of the typical office setting.  Cloud5, operates a 24/7 Network Operations Center (NOC), so hours and shifts are flexible.  Evening, overnight, and weekend shifts may be required.