Technical Operations Supervisor
6 days ago
The Technical Operations Supervisor is a critical role responsible for providing exceptional technical support to Flexential customers and resources. This 24x7x365 position requires a strong understanding of facilities infrastructure, Windows operating systems, and PC troubleshooting and management applications.
Candidates for this role must possess intermediate leadership skills and abilities, as well as the ability to represent Flexential professionally and technically during interactions with customers and internal resources.
Key Responsibilities:- Customer Support (35% of Duties)
- Provide timely resolution and/or escalation of customer issues
- Maintain a level of professionalism while engaging with customers
- Troubleshoot and document technical issues using Flexential ticketing system
- Follow Flexential Support processes and procedures
- Execute routine maintenance procedures (Customer reports, System Updates, Backup Services)
- Infrastructure inventory audit and verification
- Physical device alert review throughout data centers
- Incident triage and escalation
- Assist with customer Joint Technical Review preparation
- Participate and/or present Joint Technical Review
- Provision Flexential Services (25%)
- Coordinate and/or complete physical and logical installations of Flexential services
- Update all relevant and required documentation
- Leadership Responsibilities (15%)
- Manage assigned workflow tasks in order to provide timely turnaround to customer
- Respond professionally and effectively to Customer requests and/or issues
- Execution of technical tasks required to transition Customers from sales to ongoing support
- Provides feedback and coaching to TAA's in a variety of ways to include real-time feedback and assigned regular one-on-one meetings
- Management of TAC interns
- Maintaining TAC work schedule including drafting, obtaining TACM approval, publishing, and tracking/approval of PTO requests
- Resource Assignment in TAC
- Oversight of all special projects
- Taking ownership of technical issue and communication to the customer, partners, and internal departments of any issue you or your team are assigned to
- Possess a minimum of two core strengths within the verticals of Flexential Services
- Develop training plan for TAC personnel
- Conduct and assist with knowledge transfer and training exercises
- 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 communications skills
- Strong attention to detail, making and keeping commitments and meeting deadlines
- Familiarity with ITIL Incident Response methodology
- Must be a self-starter and motivated
- Fundamental certifications (A+, Net+ or Sec+)
- Fundamental knowledge of networking (Routing, Subnets, Communication protocols)
- Medical, Telehealth, Dental and Vision
- 401(k)
- Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA)
- Life and AD&D
- Short Term and Long-Term disability
- Flex Paid Time Off (PTO)
- Leave of Absence
- Employee Assistance Program
- Wellness Program
- Rewards and Recognition Program
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