Technical Support / TAC Supervisor
Vacancy expired!
Company Description
IT Management Corporation was established in 2009 as a new generation IT solution provider focusing on sustainability, network conversion, and business alignment. We’re a highly qualified and professional voice and data network consulting and service organization.
At IT Management, our mission is to facilitate a transformation to a more efficient, sustainable technical environment; enabled by advanced technology and enhanced communication to optimize production and increase reliability.
We combine our professional and managed services with technologies from leading vendors to provide our customers with the best solution to their needs with consideration of industry standards and reliability. We can assist businesses in designing strategy, architecture, and technology roadmaps that become the blueprint of their vision.Job Description
The Technical Support / TAC Supervisor is responsible for the day-to-day operation of the organization’s Technical Support desk in the Technical Assistance Center (TAC), ensuring continuous operation of systems and when problems arise, effect quick and permanent solutions. Reports directly to the Engineering Services Manager. Works with other IT staff to effect rapid corrections and implement preventive actions to prevent the occurrence (or recurrence) of problems. Manages help desk operations including trouble-ticketing system in Autotask. Assembles and delivers reports to the Engineering Services Manager on a regular basis.Qualifications
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers, photocopiers, filing cabinets, and fax machines.
Troubleshoots high-end issues with networking, security, and wireless infrastructures
Understands and analyzes complex problems and unique network challenges
Assists in developing detailed problem mitigation and resolution plans
Collaborates with team members and provides direct feedback when needed
Assists in the delivery of support and services to customer's expectations as proposed
Works on projects or responds to tickets as needed to accommodate customers need
Provides constructive feedback and training to other technical staff on the team
Demonstrates good communication skills, and works well with people at all levels
Demonstrates strong computer, analytical, and organizational skills
Works quickly and methodically; a problem solver. Demonstrates a positive, take-charge attitude.Additional Information
Job Requirements
Must have extensive knowledge of high-performance data center solutions, network infrastructures including LAN/WAN, network security, collaboration systems and enterprise wireless infrastructures, and Managed Services in the Cloud (AWS, Azure, Active Directory)
Direct experience with TCP/IP, LAN/WAN, VoIP, Unified Communications, WiFi, and Network Infrastructure required
Good knowledge of major manufacturers’ Routers, Switches, Security Appliances
Good knowledge of WAN Circuits and protocols including MPLS, EIGRP, OSPF, BGP, RIP, FR/ATM, ACLs, TCP/IP, IPX required
Cisco Certified Network Administrator (CCNA) in any discipline desired
Ability to document business, information, application and technology aspects of approach
Experience understanding and analyzing QoS issues in LAN / WAN / MAN environments
Experience with PSTN communication including SIP Trunks
Ability to monitor and troubleshoot Cisco Unified Communications, VOIP networks
Knowledge and experience working with Service Desk and Ticketing systems i.e. Autotask
Strong customer-facing skills required
Creative and innovative problem-solving skills required
Ability to work independently when needed, and under pressure
Additional Information
6+ years’ experience with Cloud-based Managed Service Provider environments
6+ years’ experience with Customer Service Help Desk environments
6+ years’ experience with Unified Communications and Collaboration systems experience
10+ years hands on experience in WAN/LAN and wireless technologies
Prefer someone with appropriate project management and/or tech support management certifications
All your information will be kept confidential according to EEO guidelines.
Please APPLY ONLINE at:https://tiny.pl/r2x8c
Vacancy expired!