Advanced Technical Support Engineer Lead

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:

• Lead and mentor a team of Technical Support Engineers providing guidance and support in troubleshooting and customer interactions.

• Identify root causes of technical issues and recommend practical solutions.

• Coordinate training requirements for engineers.

• Maintain team discipline cohesion and morale.

• Troubleshoot incidents and escalate as necessary.

• Monitor production network environments using monitoring tools to ensure service availability.

• Collaborate with stakeholders and vendors to maintain highly reliable network telephony and video services.

• Coordinate dispatch of technicians to perform onsite service repairs.

• Respond to automated alerts diagnose issues and determine severity and resolution paths.

• Perform proactive health checks of systems.

• Use networking and systems expertise to resolve issues quickly.

• Maintain detailed documentation and trouble ticket notes for all incidents.

• Write or revise system documentation and procedures as needed.

• Perform other duties as assigned.

Minimum Qualifications:

• Bachelors degree or equivalent experience; additional training or experience may substitute for education.

• Strong verbal and written communication skills including with executive-level stakeholders.

• 5 years of experience in a Help Desk or high-volume call center environment.

• 5 years of progressively responsible experience in network and/or server monitoring.

• Proven knowledge of monitoring theory and implementation.

• Strong understanding of internet network hardware software and wireless standards (802.11n/ac/ax).

• Knowledge of RF fundamentals LAN/WAN technologies DNS DHCP TCP/IP VPN wireless and fiber technologies.

• Proficiency with Microsoft Office (Excel Word).

• Experience troubleshooting large-scale networks.