Cloud5 Communications connects hotel guests and staff using fast, reliable, user-friendly data and voice communications. The unique combination of hospitality expertise and a holistic technology platform is what sets us apart. And our obsession to deliver excellence at every step in the client relationship is what fuels our growth, allowing us to serve more than 4,000 hotels and touch over 1,000,000 users each day. As the pioneer of high speed internet for travel and hospitality clients, we’re leading innovation in the areas of cloud-based PBX/VOIP as well as WAN/LAN management with the goal of delivering guests a “just like home” connectivity experience that boosts guest satisfaction and loyalty for our clients.
The Manager, Technical Support is a lead position in our NOC, focused on our HSIA (High Speed Internet Access) products and solutions, and acting as a bridge to all other products and service offered by our company. The Manager, Technical Support handles higher-level escalations from other NOC members, troubleshoots global issues, and ensures that all other members of the department are equipped with the tools and knowledge needed to maintain high levels of efficiency and employee satisfaction. While interfacing with other departments on a regular basis, the role also encourages a company-wide focus on coherence and teamwork.
PRIMARY RESPONSIBILITIES INCLUDE, but are not limited to:
Liaise with staff, property management groups, ISP’s, and other vendors to ensure any change orders are well communicated, well thought out, and efficiently executed to completion with minimal service disruptions for all parties
Participate in client-level communications when necessary to ensure high levels of customer service and efficient problem-resolution tactics are in place
Mentor lower tiers to improve their skills, and ensure all team members can effectively handle incoming requests
Consistently review existing procedures for improvement opportunities department-wide
Consistently look for ways to improve operational efficiencies and quality, including new methodologies and technological concepts to implement either internally or in production
Put together and manage well-documented and organized projects for teams within the department to execute
Perform high level and in-depth network monitoring, as well as troubleshooting and diagnosing network, hardware, and ISP issues
Adhere to general and property specific service level agreements (SLA)
Analyze, identify and resolve larger global/system wide issues
Use advanced knowledge of networks, policies and procedures, and best practices to educate and present solutions for clients
Dig below the surface and identify trends in support tickets, diagnose underlying causes, and take appropriate actions
Offer “frontline” insight to Tier 3 agents and support managers to ensure best practices and SOP’s are developed or modified to achieve maximum efficiency and employee satisfaction
Maintain a strong sense of leadership and responsibility for the department
Managers are responsible for creating policies and procedures for their staff. To ensure customers receive excellent and consistent service it is vital that all employees provide the same types of assistance and handle issues in similar manners. Technical Support Manger must make sure their staff knows the policies and adheres to them at all times.
Technical Support Managers must analyze their support team to establish whether or not all personnel are following the best practices established by the company. Standardized performance metrics should be established to ensure all employees are judged by the same measurements and criteria.
REQUIRED EDUCATION AND EXPERIENCE:
Associate’s or Bachelor's degree in Computer Science, IT or related IT experience
Minimum 5 years of technical experience with hands-on HSIA networking experience
Strong understanding of a wide variety of networking concepts spanning across all layers, including (but not limited to) routing, complex VLAN topologies, general switching, firewalling, wireless, and IGMP
Understanding of basic scripting concepts relative to bash/python/ruby/etc.
Proficiency with Windows, Mac, and Linux operating systems
An analytical mind and the ability to investigate, understand, and explain technical concepts to technical and non-technical individuals
Experience with VOIP, network routers, switch configurations, and SIP protocol IP phones
Outstanding verbal and written communication skills with a customer-focused attitude
High level of interpersonal, organizational and analytical skills
Proven ability to meet tight deadlines
Working knowledge of essential office software
Team player mentality is essential
CCENT, CCNA, CCNP, or other industry certifications
Experience with IOS/Procurve/Fortigate systems
Experience with Cisco IOS, Adtran AOS, and telephony/SIP equipment
Asterisk and service experience