Job SummaryDo you want to use your technical expertise to troubleshoot and resolve network issues? You can do that. Ready to direct all daily aspects of an Enterprise Technical Support center while developing a team? As a Manager of Enterprise Technical Support at Spectrum Business, you can do that.
ResponsibilitiesYou manage a 24/7/365 Enterprise Technical Support (ETS) center and ensure timely issue resolutions. You continuously reassure clients through detailed communication during the resolution of escalations. You assemble and guide high-performing quality teams within an office environment.
HOW YOU CAN MAKE A DIFFERENCE:- Manage event and incident requests or changes and serve as the initial point of contact for all major issues.
- Develop incident coordination policies and procedures for escalations, notifications and resolutions.
- Communicate with internal engineering teams to provide or receive information regarding network event status.
- Initiate testing scenarios to ensure continuity of operations and solidify disaster-preparedness across geographically dispersed support centers.
- Monitor technicians and provide constructive feedback to ensure quality and consistency.
- Coach and mentor teams to meet very aggressive MTTR and ticket-handling objectives.
QualificationsWHAT YOU BRING TO SPECTRUM BUSINESS Required qualifications:
- Experience: Six or more years of network troubleshooting experience.
- Education: Bachelor's degree in computer science, electrical engineering, a related field or equivalent experience.
- Technical skills: Knowledge of IP networking fundamentals.
- Skills: Project management and English communication skills.
- Abilities: Proven history of multi-tasking and managing multiple initiatives.
Preferred qualifications:
- Management experience in an operations center.
- Industry-specific professional-level network certifications.
- Knowledge of L2 and L3 VPNs, LAN, WAN, network operating systems, switching and routing architectures and VoIP switching platforms.
- Expert in protocols, such as RIPv2, OSPF, OSPF-TE, IS-IS, IS-IS-TE, BGP, MPLS and SIP.
- Familiar with HFC, DOCSIS, CMTs, CWDM, DWDM, SONET, T1, Ethernet and wireless technologies.
