Technical Services Lead (SWC - Service)

Koch Enterprises Family of Companies•Nashville, TN

23h•Hybrid

About The Position

South Western Communications (SWC) is a trusted provider of communication, physical security, and life safety solutions for Healthcare, Education, Detention, and Commercial sectors. SWC employs a consultative approach, conducting in-depth needs analyses to help customers fulfill their mission-critical processes. They select best-in-class products to create integrated solutions tailored to customer goals and needs, ensuring satisfaction and flawless integration. SWC is committed to exceeding customer expectations through dedicated time and resources.

Requirements

Minimum of 2 years in IT support position or related experience in information systems and technology integration.
Emphasis on certifications and knowledge of specific systems: Rauland R5, RTLS (Versus, Centrak, etc.), Brekeke for telephony sip integrations.
Must be able to demonstrate planning, organizing, controlling, and implementing skills, which allow the proper prioritization and successful completion of tasks with limited guidance.
Excellent written and verbal communications skills with the ability to perform technical reviews for technical and non-technical audiences.
Must be able to effectively handle stressful situations and manage multiple tasks successfully.
Goal-oriented and driven to achieve high standards of implementation and support across customer base.
Strong motivation to learn through on-the-job training and self-study, supported by scheduled classes, while exemplifying strong problem-solving skills.
Ability to work within a team environment to design, test, and implement the technical solution required to accomplish the statement of work within the designated project schedule.
Ability to coordinate and communicate clearly with customer IT resources as well as other team members, while adhering to SWC and customer standards for change control and support documentation.
A willingness to follow set standards while providing constructive feedback for improvement.
Excellent customer service skills in dealing with both external and internal customers.
Ability to train junior team members.
Proficiency in Microsoft Server operating systems (Server 2012 and newer).
Familiar with general database implementation and Microsoft SQL Server administration.
General understanding of network topologies and network protocols such as TCP/IP and SIP.
Understands Web server administration, configuration, and integration of applications.
Valid and current driver’s license.

Nice To Haves

IT certifications and degrees from an accredited college or university with coursework in Computer Science, Information Systems, or related fields are considered a strong plus.
Microsoft Certifications.
Cisco Certifications: CCNA and above
Experience maintaining application servers and support for application and OS troubleshooting.
Experience in developing and maintaining Technical Documentation and Instructions.
Understanding of Data Center technologies and experience with maintaining a Data Center with Disaster Recovery planning.
Load Balancing experience, managing limit access to other hosts, troubleshooting, and health checks.
SQL general, transactional, and historical experience.
Data Analytics experience.
ITIL Change management experience.
SIP and Brekeke (HA design) experience.

Responsibilities

Primary escalation to review and coordinate on issues related to network, software, and integrations at healthcare facilities, with the expectation to fix or escalate as needed.
When working on issues, or when issues are escalated to other resources on the server side, coordinate all communication between the customer, local service department, and ITS for status and ticket updates.
Provide remote technical support for onsite technicians with network and configuration-related issues.
Eventually, takes on-call rotation for remote support with other ITS team members.
Works on hardware configurations for project deployments on R5 and R5K systems as assigned.
Coordinates status updates on assigned project tasks.
Reviews and adheres to SWC and manufacturer recommendations for deployment and support practices. As needed, collaborates with ITS Manager for updates of SWC standards to align with industry and manufacturer-recommended best practices.
Abides by and enforces security policies consistent with SWC and customer standards.
Comply with all SWC and customer policies, including health and safety matters.
Other duties as required or assigned.