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Tier 2 Manager
4 months ago
Job Description
Primary Responsibilities:
Managing all daily operational activity, such as but not limited to:
Qualifications
Position Requirements:
5+ years of experience as a technical trouble ticket manager or supervisor, with 15+ reports, at a large 24x7 MSP/ISP that offers Internet, networking, security, HPBX, SD-WAN, and SIP services via a multitude of carriers and circuit types (mobile wireless, satellite, fixed wireless, DoCSIS, DSL, TDM, and fiber/copper Ethernet). 3+ years of experience as a senior NOC or repair technician that individually resolved Internet, networking, security, HPBX, SD-WAN, and SIP services. Deep demonstrable understanding of the OSI layers and troubleshooting techniques across them for all applications/services. Strong educator/mentoring skills to provide escalation-level assistance and support to technicians and supervisors that may require guidance on open tickets. Hands-on experience and technical certifications with Fortinet FW/SD-WAN/Wi-Fi/switches, Velo/VMware/Broadsoft SD-WAN, Cisco Meraki routers/switches/Wi-Fi, PEPlink and/or BEC mobile wireless routers and modems, the Cisco Broadsoft/Webex or Microsoft Metaswitch HPBX platforms, and finally CLI-based BGP/OSPF/VLANs/AAA/security routing and switching on Cisco, Adtran, and Fortinet devices. 5 years of experience with monitoring platforms, as well as functional development, tool development, and automation related to those platforms. Deep understanding of how SNMP, ICMP, scripts, API, closed portals, vendor OSS/BSS platforms, Syslog, RADIUS logs, SNMP alerts, and TACACS logs can be leveraged to improve the customer experience, and improve Tier 2 event awareness and performance. Proven ability to source and hire highly skilled technicians from any location across the planet, integrate them into a technical support infrastructure, and manage their performance. Demonstrable history, focus, and mastery of responsibilities outlined above
Additional Information
WHAT THIS COMPANY OFFERS YOU:
Medical Benefits with optional supplemental services through AFLAC Paid Time-Off Plan Paid Holidays 401K with employer match AT&T Discount on personal mobile plan