Technical Support Manager (Telecommunications Industry)

The Technical Support Manager has to be an enthusiastic customer-focused professional with a solid technical background and management experience to lead and supervises our Technocal Support Department. 

The Technical Support Manager accepts ownership of the Customer & Support Department and operates in support of our customers and reports to the Director of Operations. 

Develops and ensures policies and procedures for the Technical Support Department is adhered to. Also is responsible for configuring, and managing all managed services including Voice over Internet Protocol (VoIP) systems within companies. 

Plans, coordinates and implement all manage solutions (VOIP, Manage Routers, Firewalls, Switches, Manage WIFI). Also provide support on customer issues, field technicians, and other departments. Maintain network stability and all equipments that provides services to our clients. 

This is a roll up your sleeves management position and the person that holds the position is a key member of our Team which will occasionally require scheduled after hours work, and non-scheduled emergency response.

Responsabilities: 

- Develops, evaluates and communicates customer services policies and procedures. 

- Develops a system to process the customer complaints and services. 

- Train and monitor staff to utilize the trouble ticketing system to document problems (this includes but is not limited to proper documentation of diagnostic/testing results; communications between parties; correlation
of issues to different/multiple lines of business; escalation/notification and repair performance information).

- Continuously improve and develop systems to proactively monitor the networks we manage. 

- Recommends corrective services to adjust to customer complaints. 

- Analyzes the results of service observations, abnormal conditions and damages found, so corrective measures can be taken. 

- Supervise a Tech support Department operations and personnel. Assign and manage the workload of shift personnel as well as escalate resource constraints to management.

- Assign and manage the work load of shift personnel as well as escalate resource constraints to management
and provide Level II support and escalate to engineering as required

- Coordinates and supervises acceptance tests on equipment installed.

- Manage the scheduling and day to day activities of our 24x7x365 NOC team as they monitor systems, respond to alerts and handle support requests from datacenter, virtual infrastructure, networking and internet access
customers. 

- Take a lead role with the ticketing system queue management. 

- Is responsible for managing ticket queues of incoming service and ensuring tickets are handled in a reasonable time and according to Aeronet policies

- Open tickets and manage escalations with upstream providers. 

- Collects data from the customers calls. 

- Evaluates and report statistics of the call center.