Technical Operations Supervisor

4 weeks ago


Jacksonville, Florida, United States Flexential Full time
Job Title: Technical Operations Supervisor

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
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 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
Assist in Facility Operations (5%)
  • 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
Training (5%)
  • Maintain a working level of proficiency with all Flexential services
Recruiting (15%)
  • 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
Required Qualifications:
  • 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
Preferred Qualifications:
  • 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
Physical Requirements:
  • 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:
  • Hourly pay range for this position is estimated to be ($32.69-$39.86)
Benefits of working at Flexential:
  • 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 Benefits are subject to change at the Company's discretion.

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