Helpdesk Supervisor: Expert in Customer Service and IT Support

2 days ago

Everett, Washington, United States Ziply Fiber Full time
Job Description

We are seeking a highly skilled Helpdesk Supervisor to lead our customer support team. As a key member of our team, you will be responsible for ensuring exceptional customer service and technical expertise in resolving IT issues.

The successful candidate will have a minimum of five years of experience in engineering and application support, with a strong focus on server interconnections, hardware, and software troubleshooting. You will also possess excellent communication skills, both written and verbal, and the ability to present ideas in a clear and concise manner.

Key Responsibilities:
  • Lead and mentor staff in Ziply Fiber's processes and expectations.
  • Provide Tier 2 support for all hardware, software, and technology systems issues.
  • Install, configure, test, deploy, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices (and drivers), presentation equipment, software, and other products to deliver uptime and productivity.
  • Manage corporate server room, including hardware, routers, switches, and documentation.
  • Work with Network Engineering to transition Tier 1 network support and administration to Corporate IT.
  • Consult with third-party support and PC equipment vendors as needed.
  • Generate metrics around service levels and network performance.
  • Provide administration and technical support for 1000+ mobile devices.
  • Define and maintain administrative processes for enrolling and managing devices.
  • Plan, test, and manage software upgrades/patches/maintenance to enhance performance and security of the MDM environment.
  • Serve as a mentor and provide training as needed to Level I and Level II Helpdesk Specialists.
  • Oversee day-to-day operations of the Helpdesk department.
  • Partner with IT Leadership to ensure smooth onboarding of new workflows.
Qualifications:
  • High school diploma or GED required.
  • Technical degree preferred but not required.
  • A+ or N+ certification is a plus.
  • Minimum of five years of engineering and application experience working with as a Support Engineer/System Administrator.
  • Minimum of five years of networking experience with focus on server interconnections (including Wi-Fi).
  • Must have excellent knowledge of PC and desktop hardware and internal components and hands-on hardware troubleshooting experience.
  • Must have extensive equipment support experience both at hardware and software level.
  • Must have a strong customer service orientation with ability to present ideas in business-friendly and user-friendly language.
  • Ideal candidate will have proven analytical/problem-solving abilities and strong attention to detail.
Benefits:

At Ziply Fiber, we offer a comprehensive benefits package, including medical, dental, vision, 401(k), flexible spending account, paid sick leave, paid time off, parental leave, quarterly performance bonus, training, career growth, and education reimbursement programs.

Our mission is to elevate the connected lives of our communities every day. We are delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by mainstream internet companies.

We strive to build relationships and provide customers and communities with refreshingly great experiences. Our values include genuinely caring, empowering you, innovation and improvement, earning your trust, and building a best-in-class team.

The estimated salary for this position is $63,750 to $106,250 annually DOE.

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