Supervisor Technical Support

Profile

Supervisor, Technical Support
Las Vegas, NV
GENERAL PURPOSE
Experience in supervising and providing technical support for a group of employees in a fast-pace environment. Responsibilities include being able to multi-task, experience working in a NOC or similar center, handling first level escalations, and the ability to distribute trouble tickets, and ensuring that tickets are handled promptly and efficiently. Ability to troubleshoot problems called in by customers on PRIs, trunks, lines, and data. Ability to work with customers and vendors in a demanding and fast-pace environment. Troubleshooting skills include TCP/IP, DNS and Different Routing Protocols. Ability to identify and isolate issue with customer?s WAN/LAN environment. In some cases suggest a solution to resolve issue. Will be required to know and understand the TPAC credit process via the SLA (service level agreement)forms on the LAN and stay current with any type of network outage that may affect the calculations.


SUPERVISION RECEIVED:
Works under the supervision of the RROC Technical Support Manager/RROC Sr. Director


SUPERVISION EXERCISED
RROC Technicians


ESSENTIAL DUTIES AND RESPONSIBILITIES
? Possible off-shift assignments for special projects and/or special customer requests.
? Must be available to work over-time and handle On Call duties
? Resolve trouble tickets within 5ESS on customer and Network problems, or refer to appropriate department when trouble is determined to be outside of Switch.
? Assist with Switch line and trunk translations.
? Ensure timely accounting and completion of all assigned workload.
? Utilize problem-solving techniques and develop proper escalation procedures.
? Act as first level escalation point.
? Provide leadership and direction to direct reports who are responsible for repair activity.
? Review all planned service-affecting activities to assure that service outages are held to an absolute minimum.
? Through leadership, develop an atmosphere where employees are recognized and held accountable.
? Build a teamwork environment, promote personal excellence, and ensure all technicians have a good understanding of their roles and responsibilities.
? Prioritize and assign daily workload for all direct reports.
? Identify opportunities for organizational and departmental improvement when appropriate.
? Anticipate overtime.
? Provide quarterly reviews of direct reports to Technical Support Manager.
? Ability to multi task and participate as an active team leader
? Additional duties as assigned


PERIPHERAL DUTIES
? Ability to monitor and correct switch, network and equipment alarms in a 24/7 center.
? Individuals must be fluent in 5ESS Lucent switch translations, especially BRCS features, routing of DIDS, LDTs and RDTs. Experienced in testing and isolating problems of DS3s and DS1s within and outside our network.
? Knowledge of transport equipment such as Anymedia, SLC2000 and Navigators, as well as a strong background of the 5ESS Lucent switch.
? Experience working with channel banks remotely, ability to isolate troubles outside and within our CPE equipment
? Ensure all department metrics are met
? Monitoring of ACD phone system to ensure service levels are met
JOB REQUIREMENTS:
DESIRED MINIMUM QUALIFICATIONS
Education and Experience:
? MCSE & CCNA is a plus. Excellent verbal and written skills are required
? Technical degree in related field or 8-10 years operations experience with a telecommunications company.
? Previous supervisory experience




NECESSARY KNOWLEDGE, SKILLS, AND ABILITIES
? Must have excellent communication, organizational, and planning skills.
? Must possess proficient PC skills in Microsoft Office
? Must be able to work in a high-stress, fast-paced environment. Lucent ConnectVu or 5ESS Lucent Switch experience is required


SPECIAL REQUIREMENTS
None


TOOLS AND EQUIPMENT USED


Personal computer, including word-processing, database and spreadsheet programs; calculator, telephone, copy and fax machine.


PHYSICAL DEMANDS
? The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
? While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
? The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
WORK ENVIRONMENT
? The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
? The noise level in the work environment is usually moderately quiet.



Travel: 0%
Company Overview
find more jobs with this company

Company info

Sign Up Now - MiamiCrossing.com