Business Technical Support Lead, Spectrum Business

Spectrum Business • Lockhart, FL

5d • Onsite

About The Position

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. Do you want to lead a team of technical support professionals while serving as an issue resolution expert? You can do that. Ready to monitor our queue, compile ACD statistics and create reports for management? As an Enterprise Technical Support Lead at Spectrum Business, you can do that. Spectrum Business provides modern enterprise technology solutions that meet the unique needs of some of the country's biggest brands. If you're looking to build your most successful career, support client growth and work alongside intelligent, driven professionals, you can do that. We're ready to go all in on your future and create an engaging environment. Be part of the connection: You lead your team while exceeding SLAs and other ACD goals using detailed management and scheduling. You resolve escalated technical issues, handle amplified repair issues and complete projects related to client operations. You work in an office environment interacting with clients and teams in person and digitally. How you can make a difference: Resolve escalated issues that are more complex and require technical expertise. Communicate with technical support teams and leadership during active events or outages to transfer technical and logistical details. Resolve open issues through daily review, communicating ticket statuses to clients and enforcing compliance of system standards. Manage the ticket workflow to ensure appropriate routing, MTTR objectives and client communications. Train new team members to support ACD by functioning as a standby agent.

Requirements

• Experience: One or more years of technical support experience in a 24/7/365 operations or call center environment
• One or more years of experience working with fiber-based networking or managed services
• One or more years of experience working in LAN and WAN operational environments.
• Education: Bachelor's or associate degree in a technical field or equivalent experience.
• Technical skills: Knowledge of LAN/WAN topologies, OS integration and networking concepts and technologies
• Advanced understanding of ticketing, fault management, performance management and configuration management tools
• Proficient in Microsoft Office.
• Skills: Skilled in troubleshooting a wide range of technical issues
• Prioritization, organizational, collaboration and English communication skills.
• Abilities: Thrives under pressure while making decisions independently.

Nice To Haves

• Cisco or Juniper certification or equivalent.
• Experience as an Enterprise Technical Support II or III.
• CCNA or JNCIA
• People management experience.

Responsibilities

• Lead your team while exceeding SLAs and other ACD goals using detailed management and scheduling.
• Resolve escalated technical issues, handle amplified repair issues and complete projects related to client operations.
• Resolve escalated issues that are more complex and require technical expertise.
• Communicate with technical support teams and leadership during active events or outages to transfer technical and logistical details.
• Resolve open issues through daily review, communicating ticket statuses to clients and enforcing compliance of system standards.
• Manage the ticket workflow to ensure appropriate routing, MTTR objectives and client communications.
• Train new team members to support ACD by functioning as a standby agent.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree