Technical Support Supervisor

3 weeks ago

Miami, United States 1872 Consulting Full time
Technical Support Supervisor
Miami - must be onsite 5 days/week

Summary
The Tech Support Supervisor is responsible for supervising and leading a team of technical support Analysts and serves as the primary contact for call escalation and issue resolution. The Supervisor will also be hands on to support internal employees and external clients. This role will provide support across global offices, on a 24/7 operation, in a professional services setting. This role is responsible for ensuring there is proper coverage at all times, and can be available when escalated issues arise on nights and weekends.

What you'll be doing
  • Excellent communication skills, is able to develop tactical plans with frequent oversight by supervisor level or higher.
  • Effective business writing, articulation of information and answers in team and customer meetings and delivery of prepared presentations.
  • Is able to create and deliver performance reviews, improvement plans and career plans with manager supervision.
  • Has developed active listening skill & speaks with the customer in mind.
  • Excellent interpersonal skills, brings conflicts & disagreements into the open and attempts to resolve them collaboratively.
  • Able to adapt team to business conditions & provides input on personnel decisions.
  • Plans within standardized frameworks and models & fully supports change programs.
  • Proactively seeks information and lessons learned from others to identify roadblocks.
  • Managing organizational development, including team development and strategic change programs.
  • Recognized as a positive & motivational leader for the team and organization.
  • Has good decision making skills, based upon mixture of seeking input from others, analyzing input & using sound judgment.
  • Excellent judgment in assessing user issues; Expert level trouble-shooting methodology.
  • Acts as senior lead on the ground for customer escalations & resolutions during & outside working hours.
  • Ability to work to the best resolution either through own knowledge or proper, timely escalation.
  • Proficiency in OS and core application suite; including the Microsoft Suite and various applications.
  • Proficiency in Remote Computing and Citrix experience.
  • Understand and able to assist with various video conferencing technologies.
  • Proficient with Zoom, WebEx, Skype for Business and other video conference platforms.
  • Excellent PC troubleshooting skills.
  • Vast experience with iOS setup and troubleshooting.
  • Intermediate Networking including wireless experience.
  • Good understanding and knowledge of Voice over IP (VOIP) telephone systems.
  • Demonstrates the willingness and ability to help other team members on difficult issues.
  • Documents new findings/solutions.
  • Adheres to use of call ticketing system for each and every incident (e.g. request, issues, etc.).
  • Understands and follows ticket ownership guidelines and system usage.
  • Solid ability to research information through internal and external sources.
  • Adheres to written procedures, checklists and all quality control associated with project rollouts.
  • Oversee Technology Support procedures and staff.
  • Implements and monitors call intake and referral process.
  • Trains Analysts on procedures and coaches them on customer service and technical skills.
  • Fills in as additional Analyst when needed and leads the group by example.
  • Maintains Analysts' work and on-call schedules along with the manager.
  • Resolves ticket management and referral issues.
  • Verifies that consistent data entry and complete problem descriptions are included in all tickets.
  • Coordinates follow up calls to customers after resolution to confirm the issues were resolved to their satisfaction
  • Responsible for interviewing, hiring, teaching, monitoring, evaluating and coaching staff under the direction of the manager.
  • Handles disciplinary action including verbal and written warnings, performance improvement plans and terminations under the direction of the manager.
  • Provides management reports on Technology Support operations and issues regarding the firm's customer base.
  • Expertise in working issue through to best resolution either through own knowledge or proper, timely escalation.
  • Understands and assists in problem management process.
  • Serves as an advocate for the local office on all IT initiatives, being the IT advocate for vendors and contractors.
  • Focuses on the day-to-day operations of the office, working in concert with the office's functional operations leads.

Skills we're seeking
  • 7+ years of experience with IT Support and/or Engineering
  • Must have 2+ years of experience in a supervisory or manager role of a tech support team
  • Must have strong experience providing escalated hardware and software support in a Microsoft environment
  • Must be willing to work onsite 5 days/week, ensure there is 24/7 coverage and be available for escalated issues on nights/weekends

Nice to have experience
  • Citrix or other VPN experience
  • Experience supporting AV and Conference Rooms, ideally with Polycom and/or Cisco technology
  • Experience with AirWatch or other MDM systems
  • Avaya experience

  • Global Product Technical Support Engineer

    3 days ago

    Miami, United States C4 Technical Services Full time

    Global Product Technical Support Engineer Hybrid - Miami, FL Job Description: This position is part of the Global Product Technical Support Team which is a global team, and this position will be on-site in Miami, FL. Associates are expected to work at least three days in the office, with the opportunity to work 2 days remote. Our vision is to relentlessly...

  • Global Product Technical Support Engineer

    2 days ago

    Miami, United States C4 Technical Services Full time

    Global Product Technical Support Engineer Hybrid - Miami, FL Job Description: This position is part of the Global Product Technical Support Team which is a global team, and this position will be on-site in Miami, FL. Associates are expected to work at least three days in the office, with the opportunity to work 2 days remote. Our vision is to relentlessly...

  • Technical Support

    3 weeks ago

    Miami, Florida, United States QData Full time

    Required Proficiency Day to day critical ticket resolution for the process related issues by closely working with BDSI users Investigate and resolve functional and technical issues allocated daily on Picbasic / Unidata /RBO Triage and resolve basic technical and functional issues allocated daily Respond to queries from users on application functionality...

  • Technical Support

    2 days ago

    Miami, Florida, United States QData Full time

    Required Proficiency Day to day critical ticket resolution for the process related issues by closely working with BDSI users Investigate and resolve functional and technical issues allocated daily on Picbasic / Unidata /RBO Triage and resolve basic technical and functional issues allocated daily Respond to queries from users on application functionality...

  • Technical Implementation Supervisor

    2 weeks ago

    Miami, United States Intrigma Inc Full time

    Company Description Intrigma is a fast-growing cloud software company that is innovating healthcare by providing advanced scheduling solutions to hospitals, telemedicine groups, and urgent cares. With scheduling being a critically complicated task, we aim to simplify it, offering a seamless experience for doctors, nurses, and other healthcare professionals...

  • Technical Implementation Supervisor

    1 week ago

    Miami, United States Intrigma Inc Full time

    Company Description Intrigma is a fast-growing cloud software company that is innovating healthcare by providing advanced scheduling solutions to hospitals, telemedicine groups, and urgent cares. With scheduling being a critically complicated task, we aim to simplify it, offering a seamless experience for doctors, nurses, and other healthcare professionals...

  • Service Support Technical Instructor

    2 weeks ago

    Miami, Florida, United States Danaher Corporation Full time

    Wondering what's within Beckman Coulter Diagnostics? Take a closer look.At first glance, you'll see that for more than 80 years we've been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard, be supported, and always be yourself. We're building a culture that celebrates backgrounds,...

  • Service Support Technical Instructor

    2 weeks ago

    Miami, Florida, United States Danaher Full time

    Wondering what's within Beckman Coulter Diagnostics? Take a closer look.At first glance, you'll see that for more than 80 years we've been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard, be supported, and always be yourself. We're building a culture that celebrates backgrounds,...

  • Service Support Technical Instructor

    2 days ago

    Miami, Florida, United States Danaher Full time

    Wondering what's within Beckman Coulter Diagnostics? Take a closer look.At first glance, you'll see that for more than 80 years we've been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard, be supported, and always be yourself. We're building a culture that celebrates backgrounds,...

  • Technical Support

    2 weeks ago

    Miami, United States QData Full time

    Required Proficiency Day to day critical ticket resolution for the process related issues by closely working with BDSI users Investigate and resolve functional and technical issues allocated daily on Picbasic / Unidata /RBO Triage and resolve basic technical and functional issues allocated daily Respond to queries from users on application functionality...

  • Technical Support

    2 days ago

    Miami, United States QData Full time

    Required Proficiency Day to day critical ticket resolution for the process related issues by closely working with BDSI users Investigate and resolve functional and technical issues allocated daily on Picbasic / Unidata /RBO Triage and resolve basic technical and functional issues allocated daily Respond to queries from users on application functionality...

  • Technical Support Engineer

    3 weeks ago

    Miami, United States Thrive Networks Full time

    Will work from Miami office 5x per week!About Us Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers....

  • Technical Support Engineer

    2 days ago

    Miami, United States Thrive Networks Inc Full time

    Job DescriptionJob DescriptionWill work from Miami office 5x per week!About UsThrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help...

  • Technical Support Specialist

    1 week ago

    Miami, United States US Tech Solutions Full time

    Job Description:Location: West Coast candidates are preferred Top 5 Skills/Requirements:1. Experience with Onboarding Users into SaaS Platforms: Candidates should have at least 5 years of experience in technical support, customer service, or account management, specifically with onboarding users onto SaaS platforms. This experience is essential for ensuring...

  • Technical Support Specialist

    1 day ago

    Miami, United States US Tech Solutions Full time

    Job Description:Location: West Coast candidates are preferred Top 5 Skills/Requirements:1. Experience with Onboarding Users into SaaS Platforms: Candidates should have at least 5 years of experience in technical support, customer service, or account management, specifically with onboarding users onto SaaS platforms. This experience is essential for ensuring...

  • Technical Support Analyst I

    1 week ago

    Miami, United States Interaudi Bank Full time

    **Technical Support Analyst I - Miami Office** Under senior management guidance, the Technical Support Analyst I will execute tasks and assist in maintaining in-house desktop, and remote computer systems. **Responsibilities**: - Assist in preparing, maintaining, and upholding procedures for operating, logging, reporting, and monitoring systems and network...

  • Bilingual Technical Support Engineer

    1 month ago

    Miami, United States Thrive Networks Inc Full time

    Job DescriptionJob DescriptionWill work from Miami office 5x per week!About UsThrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help...

  • Enterprise Technical Support Associate

    2 weeks ago

    Miami, United States Norwegian Cruise Line Holdings Full time

    Responsibilities JOB SUMMARY: Responsible for providing 1st level support for the enterprise regarding desktops, laptops, wireless devices (phones, tablets), voice over IP telephony, remote connectivity. Assist with the configuring, testing, installation of new software. DUTIES & RESPONSIBILITIES: Receive and respond to incoming calls, emails,...

  • Enterprise Technical Support Associate

    2 days ago

    Miami, United States Norwegian Cruise Line Holdings Full time

    Responsibilities JOB SUMMARY: Responsible for providing 1st level support for the enterprise regarding desktops, laptops, wireless devices (phones, tablets), voice over IP telephony, remote connectivity. Assist with the configuring, testing, installation of new software. DUTIES & RESPONSIBILITIES: Receive and respond to incoming calls, emails,...

  • Multimedia Technical Support Specialist

    1 week ago

    Miami, United States Stearns Weaver Miller Weissler Alhadeff Full time

    Job DescriptionJob DescriptionStearns Weaver Miller, a full-service commercial law firm serving clients throughout Florida, is seeking a full-time Multimedia Technical Support Specialist to work in our downtown Miami Office. The Multimedia Technical Support Specialist will be responsible to create and provide graphic and audio support to the various practice...