Job Description:
Advanced Technical Support Engineer Lead
Description
The Advanced Technical Support Engineer Lead is responsible for delivering exceptional customer support by overseeing service incident resolution across a broad product portfolio. This role involves leading a team of Technical Support Engineers (TSEs), managing inbound requests, troubleshooting complex issues, and ensuring timely and effective incident resolution.
Responsibilities:
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Lead and mentor a team of Technical Support Engineers, providing guidance and support in troubleshooting and customer interactions.
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Identify root causes of technical issues and recommend practical solutions.
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Coordinate training requirements for engineers.
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Maintain team discipline, cohesion, and morale.
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Troubleshoot incidents and escalate as necessary.
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Monitor production network environments using monitoring tools to ensure service availability.
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Collaborate with stakeholders and vendors to maintain highly reliable network, telephony, and video services.
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Coordinate dispatch of technicians to perform onsite service repairs.
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Respond to automated alerts, diagnose issues, and determine severity and resolution paths.
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Perform proactive health checks of systems.
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Use networking and systems expertise to resolve issues quickly.
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Maintain detailed documentation and trouble ticket notes for all incidents.
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Write or revise system documentation and procedures as needed.
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Perform other duties as assigned.
Minimum Qualifications:
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Bachelors degree or equivalent experience; additional training or experience may substitute for education.
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Strong verbal and written communication skills, including with executive-level stakeholders.
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5+ years of experience in a Help Desk or high-volume call center environment.
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5+ years of progressively responsible experience in network and/or server monitoring.
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Proven knowledge of monitoring theory and implementation.
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Strong understanding of internet network hardware, software, and wireless standards (802.11n/ac/ax).
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Knowledge of RF fundamentals, LAN/WAN technologies, DNS, DHCP, TCP/IP, VPN, wireless, and fiber technologies.
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Proficiency with Microsoft Office (Excel, Word).
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Experience troubleshooting large-scale networks.