Network Technical Support Manager

4 weeks ago


Reston, Virginia, United States Ledgent Technology Full time

We are seeking a highly skilled Senior Technical Support Manager to join our team at Ledgent Technology. The ideal candidate will have a strong background in network management and support, with a focus on switches and other business network products.

Key Responsibilities:

  • Service Request Reception: Receive and process service requests through various channels, including call, chat, email, and ticket systems.
  • Product Information and Configuration Support: Provide product information and configuration support based on knowledge base and other open information sources.
  • Hardware RMA: Perform hardware return merchandise authorization based on relevant standard operating procedures.
  • Problem Solving: Follow troubleshooting standard operating procedures and collect relevant technical problem identification information.
  • Immediate Escalation: Escalate critical problems to level 2 support engineers based on problem severity.

Daily Duties:

  • Receive and process service requests.
  • Provide product information and configuration support.
  • Determine and resolve technical problems.
  • Escalate critical problems.
  • Walk customers through hardware installation or software configuration processes.

Requirements:

  • 5+ years of customer/technical support experience via chat, phone, or email.
  • 5 years of experience supporting SMB/enterprise products.
  • Expert-level knowledge of wired and wireless networking, including TCP/IP, DHCP, ARP, DNS, 802.11, 802.1X, VPN, 802.1Q VLAN, VoIP, multicast, and centralized network management.
  • Experience configuring commercial networking products, such as firewalls, VPN routers, switches, or wireless access points.
  • Exceptional verbal and written communication skills to explain technical concepts to non-technical users.
  • Ability to work well in a team-oriented environment with a collaborative and supportive approach.
  • Proficiency in using Microsoft Office programs like Word, Excel, and Outlook.


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