Primary Responsibilities:
Managing all daily operational activity, such as but not limited to:
- Personnel performance, evaluations, priorities, training, certifications, scheduling, retention, and new hires.
- To ensure documentation is done of the procedures, policies, and processes, to include but not limited to, troubleshooting guides, resolution guides, walkthroughs, and training material. Ensuring these policies and procedures are then followed. In addition, ensuring all this documentation is periodically updated and maintained.
- Apply strong triage methodologies for proper and timely creation, handing, resolution, management, communication, and closure throughout a Tier 2 trouble ticket life cycle.
- Develop and maintain departmental and individual key performance indicators, per ticket-type SLOs, communication internal and content requirements, and escalation SLAs, as well as reports that track key metrics associated to each.
- Identify, define, and lead continual improvement initiatives that improve the customer experience, reduce ticket duration, eliminate ticket creations, avoid repetitive tasks, and/or streamline ticket handling.
- Maintain actual and forecasted personnel work demand calculators, with augments and training being completed prior to resource exhaustion.
- Improve existing tools, data, and content utilized or provided by Tier 2 to customers, agents, and other AireSpring departments.
- 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/or automation projects.
- Set departmental standards, develop and maintain a robust quality assurance system, and manage the results to the standards.
- Ensure that Tier 2 globally distributed technical support departments operate successfully 24x7 and that escalations and ticket management are performed by skilled and available resources during each shift.
Position 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 (mobile wireless, satellite, fixed wireless, DoCSIS, DSL, TDM, fiber/copper Ethernet).
- 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 the 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, TACACS logs, can be leverages 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 THIS COMPANY OFFERS YOU:
- 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
This remote role is open to candidates anywhere in the United States.
