Primary Responsibilities:
- Managing daily security and SD-WAN operational activity, such as but not limited to:
- Lead and coach Tier 2 security and SD-WAN group that primary deal with complex enhanced data services, such as Fortinet security/SD-WAN/LAN/WAN/Wi-Fi, VeloCloud/VMware/Broadcom SD-WAN/LAN/WAN, and Merki security/SD-WAN/LAN/WAN/Wi-Fi.
- Complete annual and ad hoc personnel performance evaluations.
- Train and educate personnel on trouble ticket resolution, communication, ticket prioritization, and follow-up improvement opportunities.
- Organize and host weekly or bi-weekly training sessions with specifically selected personnel to ensure all technicians can perform to the required standard, and to ensure they maintain existing or gain new industry certifications.
- Ensure that established processes, procedures, policies, troubleshooting/resolution guides, and troubleshooting/resolution walkthroughs are followed.
- Identify documentation that is required but not present, or requires an update, and assign resources for its completion.
- Apply continual oversight to all open trouble tickets assigned to Tier 2 security and SD-WAN technicians, throughout the ticket life cycle, to ensure:
- Timely interaction takes place
- Ticket resolution is achieved in an appropriate amount of time
- Communication is detailed, frequent, informative, and correct
- Customers and agents are pleased with the outcome and level of engagement
- Detailed and correct root cause data is gathered, per ticket, which is critical information that assists AireSpring in improving the customer experience on a go-forward basis, and to eliminate, reduce, or shorten, future similar or related tickets.
- Review individual and overall key performance indicators, SLAs, SLOs, and provide corrective actions to remedy deviations prior to becoming problems.
- Assist technicians in their ongoing work on open trouble tickets, with the goal to improve the customer experience and reduce the duration of the ticket.
- Identify patterns where ticket activity can be eliminated or reduced via education, training, improved or additional documentation, process changes, and/or tool enhancement.
- Act as the primary escalation point of contact for issues raised beyond the technician level and own a timely path to resolution and communication related to the escalation.
Position Requirements:
- 3+ years of experience as a NOC or repair supervisor at a large 24x7 MSP/ISP that offers Internet, networking, security, and SD-WAN via a multitude of carriers and circuit types (mobile wireless, satellite, fixed wireless, DoCSIS, DSL, TDM, fiber/copper Ethernet).
- 4+ years of experience as a senior NOC or repair technician that individually resolved Internet, networking, security, and SD-WAN service issues.
- Demonstrable understanding of the OSI layers and troubleshooting techniques across them for all applications/services.
- Educator/mentor skills to provide assistance and support to technicians that may require guidance on open tickets.
- Verbal and written skills to provide an outstanding level of education, support, compassion, and technical guidance to customers and agents 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, and finally CLI-based BGP/OSPF/VLANs/AAA/security routing and switching on Cisco, Adtran, and Fortinet devices.
- 3 years of experience modifying monitoring and ticket platforms with the goal of optimizing notification and handling processes and intervals.
- Utilize SNMP, ICMP, scripts, API, closed portals, vendor OSS/BSS platforms, Syslog, RADIUS logs, SNMP alerts, TACACS logs to improve the customer experience, and improve Tier 2 event awareness and performance.
- Proven ability to continually inspire and educate technicians.
- Demonstrable history, focus, and mastery on the items outlined in the above “responsibilities” section.
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.
