Technical Operations Supervisor
1 week ago
Flexential is seeking a highly skilled Technical Operations Supervisor to join our team. As a Technical Operations Supervisor, you will be responsible for providing technical support to our customers and resources, as well as leading the Technical Assistance Center (TAC) employee base. This is a 24x7x365 market-based position that requires a solid understanding of facilities infrastructure, Windows operating systems, PC troubleshooting, and management applications.
Key Responsibilities:
Customer Support (35% of Duties)
- Provide timely and effective support to our customers
- Resolve customer issues in a professional and courteous manner
- Maintain a high level of professionalism while engaging with customers
- Troubleshoot and document technical issues using our ticketing system
- Follow our support processes and procedures
- Execute routine maintenance procedures
- Inventory audit and verification
- Incident triage and escalation
- Assist with customer Joint Technical Review preparation
- Participate and/or present Joint Technical Review
- Coordinate and/or complete physical and logical installations of our services
- Update all relevant and required documentation
- Manage assigned workflow tasks to provide timely turnaround to customers
- 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 TAC's in a variety of ways
- Maintaining TAC work schedule
- Resource Assignment in TAC
- Oversight of all special projects
- Taking ownership of technical issues and communication to the customer, partners, and internal departments
- 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
- Other duties as assigned by manager
- Follow Flexential data center policies and procedures
- Participate in Facility Training Programs
- Work with Market Facility Operations Engineer on daily data center management
- Manage inventory levels of data center consumables/supplies
- Maintain a working level of proficiency with all Flexential services
- Participate in market recruiting activities
- Screen resumes of intern and full-time job candidates
- Schedule and participate in and/or lead initial phone screen of candidates
- Schedule and participate in and/or lead onsite interviews for candidates
- Participates in the candidate disposition process
- Perform other duties as required and assigned
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