Technical Operations Supervisor
4 weeks ago
Job Summary:
The Technical Operations Supervisor is a key role within the Flexential team, responsible for providing exceptional technical support to our 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 intermediate leadership skills and abilities, with a passion for delivering a great customer experience.
Key Responsibilities:
Customer Support (35% of Duties)
- Provide timely and effective support to the Flexential customer base
- Resolve and/or escalate customer issues in a professional manner
- Maintain a high level of professionalism while engaging with customers
- Troubleshoot and document technical issues using the Flexential ticketing system
- Follow Flexential 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
- Triage and escalate incidents
- Assist with customer Joint Technical Review preparation and participation
- Coordinate and/or complete physical and logical installations of Flexential 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
- Execute technical tasks required to transition customers from sales to ongoing support
- Provide feedback and coaching to TAA's in various ways, including real-time feedback and assigned regular one-on-one meetings
- Manage TAC work schedules, including drafting, obtaining TACM approval, publishing, and tracking/approval of PTO requests
- Assign resources in TAC
- Oversight of all special projects
- Take ownership of technical issues and communicate to customers, partners, and internal departments
- Possess a minimum of two core strengths within the verticals of Flexential Services
- Develop training plans for TAC personnel
- Conduct and assist with knowledge transfer and training exercises
- 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, including development and fostering of relationships with educational partners
- Screen resumes of intern and full-time job candidates
- Schedule and participate in and/or lead initial phone screens of candidates
- Schedule and participate in and/or lead onsite interviews for candidates
- Participate in the candidate disposition process
- 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
- A.S. degree in Computer Science, MIS, CIS, or a related field, or equivalent experience
- Ability to sit for extended periods of time
- Walk or stand for 80% of the time
- Moderate or advanced keyboard usage
- Lift 25 lbs.
- Hourly pay range for this position is estimated to be ($32.69-$39.86)
- 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
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