Primary Responsibilities:
Managing all daily operational activity, such as but not limited to:
- Personnel performance, evaluations, priorities, training, certifications, scheduling, retention, and new hires.
- Complete, and periodically maintain, proper departmental documention, such as but not limited to:
- troubleshooting guides,
- policies,
- procedures,
- processes,
- resolution guides,
- walkthroughs,
- training material.
- Ensuring documented departmental policies, procedures, processes, etc. are followed.
- 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, escalation SLAs, and reports that track key metrics associated to each.
- Continually identify, define, and lead 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 automation projects.
- Set departmental standards, develop and maintain a robust quality assurance system, and manage the results to the standards.
- Ensure that the 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, and 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 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 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
