Technical Operations Supervisor

23 hours ago


Douglasville, Georgia, United States Flexential Full time
Job Description:

The Technical Operations Supervisor is a critical role responsible for providing exceptional technical support to Flexential customers and resources. This position requires a strong understanding of facilities infrastructure, Windows operating systems, and PC troubleshooting and management applications. The ideal candidate will have demonstrated leadership skills and the ability to represent Flexential professionally and technically during interactions with customers and internal resources.

Key Responsibilities:
  • Provide timely and effective technical support to Flexential customers
  • Resolve customer issues efficiently and escalate when necessary
  • Maintain a high level of professionalism while engaging with customers
  • Troubleshoot and document technical issues using Flexential's ticketing system
  • Follow Flexential's support processes and procedures
  • Execute routine maintenance procedures, including customer reports, system updates, and backup services
  • Conduct infrastructure inventory audits and verifications
  • Review physical device alerts throughout data centers
  • Assist with customer Joint Technical Review preparation and participation
Leadership Responsibilities:
  • Manage assigned workflow tasks to provide timely turnaround to customers
  • Respond professionally and effectively to customer requests and issues
  • Execute technical tasks required to transition customers from sales to ongoing support
  • Provide feedback and coaching to TAA's in real-time and through regular one-on-one meetings
  • Manage TAC work schedules, including drafting, obtaining approval, publishing, and tracking PTO requests
  • Assign resources in TAC
  • Oversight of special projects
  • Take ownership of technical issues and communicate to customers, partners, and internal departments
  • Possess a minimum of two core strengths within Flexential's services
  • Develop training plans for TAC personnel
  • Conduct and assist with knowledge transfer and training exercises
Requirements:
  • Demonstrated prior leadership experience
  • Passion for providing a great customer experience
  • Experience in a 24/7 production environment
  • Excellent troubleshooting skills
  • Strong understanding of Microsoft operating systems
  • Excellent verbal and written communication skills
  • Strong attention to detail, making and keeping commitments, and meeting deadlines
  • High school diploma or equivalent
Preferred Qualifications:
  • Familiarity with ITIL Incident Response methodology
  • Self-starter and motivated
  • Fundamental certifications (A+, Net+, or Sec+)
  • Fundamental knowledge of networking - routing, subnets, communication protocols
  • A.S. degree in Computer Science, MIS, CIS, or a related field
Physical Requirements:
  • Ability to sit for extended periods
  • Walk or stand for 80% of the time
  • Moderate or advanced keyboard usage
  • Lift up to 25 lbs


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