Job description

JOB TITLE: Supervisor, Technical Support
DIVISION: Technical Support
DEPARTMENT: Technical

JOB SUMMARY:

• The Technical Support Supervisor is responsible for the day-to-day operations of the support department, more specifically the Technical Support Engineers-Voice or Technical Support Engineers-Data, and is focused on the training, development, and continued improvement of the support team. The primary responsibility of the Technical Support Supervisor is to align departmental practices and personnel to support the achievement of the company’s key results.

• The Supervisor, Technical Support reports to: Manager, Technical Support.

• Direct reports to the Supervisor are: Technical Support Engineers (V) or Technical Support Engineers (D)

ESSENTIAL JOB FUNCTIONS:
The Supervisor, Technical Support is accountable for the following functions for Telesystem:

• The Technical Support Support Supervisor determines work schedules, assigns tasks, and delegates project activities based on priority and employee skill within the department.
• Takes corrective action to resolve employee disputes and productivity issues.
• Provides technical direction in the development, testing, and internal certification of new Telesystem products, services, and equipment to ensure interoperability, and network availability. This includes the technical review of test plans, test results, training material, MOPs (Methods of Procedures), and SOPs (Standard Operating Procedures) associated with new products, services, equipment and maintenance activity.
• Provides technical direction in the design, testing, and deployment of new market network segments. This includes the technical review of test plans, test results, MOPs, and SOPs associated with network changes.
• Monitors and reports on all departmental KIRs on a weekly basis to ensure internal SLA’s are being met. This includes the development of action plans if internal SLA’s are not met.
• Contributes to the determination of staffing requirements. This includes aiding in interviewing applicants and hiring and promotion recommendations to the departmental manager.
• Monitors and processes employee timecard and vacation requests.
• Promotes the importance of exceptional internal and external customer support within the support team.
• Participates in company meetings associated with network performance, new market deployments, new products and services, operational activities, management initiatives, and other meetings as required.
• Validates internal processes and departmental policies are followed to ensure equipment backups are maintained properly.
• Monitors and contributes to the development and improvement of best practices as they relate to troubleshooting, problem resolution, company Service Level Agreements (SLAs), and work order processing in support of Telesystem customers.
• Oversees the discovery, identification, documentation, and escalation of root cause analysis for complex network issues. This includes recommended follow up to quickly resolve or mitigate the risk of network events and outages.
• Aligns departmental practices and procedures to promote a stable and secure network infrastructure.
• Collaborates with internal resources and external vendors in identifying and testing new software deployments for Telesystem equipment. This includes the identification of Problem Reports (PRs), housing the most recent software versions in a common place on the network, and ensuring company electronics are on recommended software versions.
• Provides technical direction for departmental maintenance activity by aiding in the planning and communication to customers.
• Serves as a technical resource in relation to interdepartmental and customer escalations.
• Maintain an advanced working knowledge working of applications such as Wire Shark for packet sniffing purposes. This includes proper analysis of packet captures.
• Maintain a working knowledge of Telesystem customer support systems. This includes the billing system, ticketing system, facility management system, and systems used to monitor SLA information.
• Maintain an up-to-date knowledge of internal and external network infrastructure. This includes all transport, access equipment, and associated software deployed in support of Telesystem customers and services.
• Gives technical guidance during outage scenarios with the ultimate goal of reducing MTTR and keeping customers well informed.
• Requisitions materials and supplies, such as tools, equipment, and replacement parts.
• Develops, schedules, and manages departmental trainings in support of Telesystem’s network, products, and services.
• Communicates the mission, vision, and culture of the organization to employees. Explains how the roles of individual contributors positively support these components.
• Behaves in an ethical manner and influences others to act accordingly. Establishes self as a credible and trustworthy source for employees.
• Consistently follows company policy, procedure, and guidelines.
• Participate in community outreach activities sponsored by the company.
• Adhere to BCI policies and procedures, including the Equal Employment Opportunity (EEO) guidelines and safety standards, always.
• Perform any miscellaneous job duties as assigned.

JOB REQUIREMENTS:
Education and Experience

• High School Diploma/GED – required.
• Associate Degree in Electrical Engineering, Information Technology, Business or Communications major and 5 years prior telecommunications or networking experience – required

OR

• 7 years prior telecommunications or networking experience – required

AND

• 2 years prior supervisory, project lead, or project management experience – required
• Juniper Networks Certified Specialist (JNCIS) or Cisco Certified Network Professional (CCNP) – required
• SIP School Certified Associate (SSCA) - required for Technical Support Supervisor (Voice), strongly preferred for Technical Support Supervisor (Data)

**Certifications must be kept current and applicable to the requirements of the position. Any questions regarding applicability should be directed to the department manager**

• Advanced working knowledge of all layers of both the OSI and TCP/IP networking models – required
• Advanced working knowledge of routers, switches, firewalls, and other security appliances -required
• Advanced working knowledge of voice technologies including Plan Old Telephone Service (POTS), Integrated Services Digital Network – Primary Rate Interface (ISDN-PRI), Session Initiation Protocol (SIP), Q.931/Q.921, and Signaling System 7 (SS7) – required
• Advanced working knowledge of circuit analysis
• Advanced knowledge of test equipment

Core Competencies:

• Agile – Embraces change; adaptable and flexible; sense of urgency
• Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo
• Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality
• Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict
• Accountable – See it, Own it, Solve it, Do it; Hold each other accountable

Job Specific Competencies

• Develop Employees – Coach; Empower; Engage; Mentor; Teach
• Deliver Results – Strategic planning and execution; Makes decisions in the best interest of the Company; Knows and responds to the business climate; Manages ambiguity
• Displays Leadership – Role Model; Communicates vision; possesses Emotional Maturity; Manages Risks; Resiliency; Business Acumen

Skills and Abilities Required

• Proficient in Microsoft Office: Word, Excel, Outlook
• Demonstrates effective project/planning skills
• Demonstrates ability to conduct presentations
• Maintains composure during stressful times
• Demonstrates an understanding of complex communications
• Demonstrated Ability to execute Structured Project Management
• Reads, writes, and speaks English in clear sentence structure with accurate spelling and grammar

Other Requirements

• Background record that meets company standards
• Reliable means of transportation always
• Present professional appearance and demeanor.
• Strictly maintains confidentiality of financial and/or other information acquired during work; discloses only when authorized, unless legally obligated to do so
• Valid driver’s license and driving record that meets company standards always

PHYSICAL DEMANDS
Walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers. Light lifting of 25 lbs. is occasionally needed.

WORKING CONDITIONS

• The Technical Support Supervisor is a full time, salaried exempt position. The hours are 40 a week and may vary to accommodate the needs of the company.
• Participates in the On-Call Rotation with the Network Support Engineers.
• The Technical Support Supervisor works in an automated business office environment with business office equipment including telephones, personal computers, copy machines, and FAX equipment.
• The Technical Support Supervisor is required to drive on the job as needed and is subject to regular MVR checks. He/she must maintain a valid driver’s license and maintain a driving record that meets Company standards for an insurable driver at all times. Any time these conditions are not met, he/she must not drive on the job and must immediately report it to his/her supervisor.
• The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
• The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.

USE OF COMPANY RESOURCES, EQUIPMENT AND CONFIDENTIAL INFORMATION
Company resources, equipment, and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of Company resources, equipment, or information is strictly prohibited. Any unauthorized use of customer data or any other company information gained via any company resource is a breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources, equipment information, and/or breaches of confidentiality may be cause for termination of employment.

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

Job Type: Full-time

Pay: From $91,500.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Education:

• Associate (Required)

Experience:

• Telecommunications: 7 years (Required)
• Supervisory: 2 years (Required)

License/Certification:

• JNCIS, CCNP & SSCA (Required)

Work Location: Remote

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