Technical Operations Supervisor
5 days ago
The Technical Operations Supervisor is a critical role responsible for providing exceptional technical support to our customers and leading the Technical Assistance Center (TAC) team. This position requires a strong understanding of technical operations, leadership skills, and the ability to represent our company professionally and technically.
Key Responsibilities:- Customer Support (35%): Provide timely and effective support to our customers, troubleshoot and document technical issues, and maintain a high level of professionalism during interactions.
- Provision Flexential Services (25%): Coordinate and complete physical and logical installations of our services, update relevant documentation, and ensure seamless transitions from sales to ongoing support.
- Leadership Responsibilities (15%): Manage workflow tasks, respond to customer requests, execute technical tasks, provide feedback and coaching to TAC team members, and maintain the TAC work schedule.
- Assist in Facility Operations (5%): Follow data center policies and procedures, participate in facility training programs, and work with the Market Facility Operations Engineer on daily data center management.
- Training (5%): Maintain a working level of proficiency with all Flexential services and stay up-to-date with industry developments.
- Recruiting (15%): Participate in market recruiting activities, screen resumes, schedule and participate in phone and onsite interviews, and perform other duties as required.
- 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
- Walk or Stand for 80% of the time
- Moderate or advanced keyboard usage
- Lift 25 lbs.
- 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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