First Interstate Bank-posted about 1 year ago
Full-time • Mid Level
Billings, MT
Credit Intermediation and Related Activities

The Network | Telecommunications Manager at First Interstate Bank is responsible for overseeing the first line of technical support for network and telecommunication issues. This role involves leading a team of Tier 1 Network|Telecom Administrators, ensuring efficient handling of support tickets, and collaborating with senior management to design and manage network systems. The position emphasizes customer satisfaction, effective communication, and proactive problem-solving in a dynamic work environment.

  • Lead and guide Tier 1 Network|Telecom Administrators in repairs, installations, and technical tasks.
  • Provide training to new recruits and ensure their proficiency.
  • Schedule shifts, on-call coverage, and manage workloads for the team.
  • Ensure efficient handling of incoming support tickets and calls.
  • Assist with escalated issues requiring advanced troubleshooting.
  • Monitor network and telecommunication systems for performance and reliability.
  • Respond to alerts and incidents within SLA parameters.
  • Oversee Network|Telecom dashboards and reporting through the ITSM system.
  • Ensure timely resolution of incidents and requests, tracking trends to prevent recurring issues.
  • Communicate effectively with end users to understand their issues and provide timely resolutions.
  • Maintain accurate records of incidents and resolutions, generating performance reports.
  • Bachelor's Degree in computer science, IT, or a related field.
  • 4-6 years of relevant experience in network and telecommunication support roles.
  • Strong technical knowledge and excellent problem-solving skills.
  • Practical experience in installing and maintaining network and telecommunications hardware, applications, systems, and solutions.
  • Familiarity with network monitoring tools and troubleshooting techniques.
  • Ability to motivate and manage a team effectively.
  • Strong organizational skills and ability to handle multiple priorities.
  • Effective delegation and conflict resolution skills.
  • Excellent verbal and written communication skills.
  • Strong customer service orientation and interpersonal abilities.
  • Experience with low voltage, MDF, and IDF concepts.
  • Knowledge of ITSM systems for incident management.
  • Generous Paid Time Off (PTO) in addition to paid federal holidays.
  • Child Care Assistance Program for eligible dependent(s).
  • Exercise reimbursement program for employees.
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