Under administrative direction, organizes, coordinates, and supervises support and assistance to customers with hardware needs, software needs, and problems. This position may involve travel and is exempt.
EXAMPLES OF DUTIES :
- Provide support to multiple customers, both onsite and remotely.
- Troubleshoot phone systems, phone, Internet, audio / video, security, nurse call, and other services that cannot be resolved by Technical Specialists.
- Resolve hardware and software problems with minimum disruption to customers.
- Provide support to customers with their desktop, laptop and networking equipment.
- Act as Technical Services department lead; responsible for the successes and failures of the department.
- Act as internal systems manager, overseeing software and programs used within our organization.
- Coordinate between Technical Services, Field Services and Sales Departments, ensuring proper scheduling and follow-up for client & project success.
- May require preparing scopes of work or other sales related tasks.
- Train, schedule, supervise and evaluate subordinate personnel; review and approve time sheets; recommend disciplinary action.
- Manage downtime of Technical Service department members, ensuring time is used efficiently.
- Perform related duties as assigned.
Escalation Management :
Handle escalated customer issues that require in-depth technical expertise or cannot be resolved by frontline support.Diagnose and troubleshoot complex technical problems.Identify and resolve root causes of recurring issues.Escalate critical issues to management when necessary.Service Quality Assurance :
Conduct quality assurance reviews of technical support interactions to ensure adherence to best practices and customer satisfaction standards.Identify areas for improvement in service delivery and implement corrective actions.Develop and maintain knowledge base articles and other documentation to improve team efficiency and customer self-service.Process Improvement :
Identify and implement process improvements to enhance the efficiency and effectiveness of the technical support function.Ownership of ticketing system - Delegating tickets, responding to customer requests, coordinating with Field Services and Sales team to ensure tickets are resolved in a timely mannerParticipate in the development and implementation of new service offerings and support processes.Contribute to the continuous improvement of the customer experience.KNOWLEDGE, ABILITIES AND SKILLS :
Knowledge of :
Computer hardware and software, particularly Microsoft products.Networking systems, including routers, switches, servers and workstations.IP-based hardware solutions including VoIP systems, gateways and service.Principles of human resources management.Ability and skill to :
Work effectively on a team.Provide excellent customer service, including timely follow-up.Conduct research in order to troubleshoot issues and solve problems.Listen to and diffuse client concerns and assure clients their issues will be resolved.Independently manage time and projects.Resolve a variety of customers’ technology problems.Communicate effectively both orally and in writing.QUALIFICATIONS :
Any combination of education and experience that would provide the required knowledge, abilities and skills is qualifying. A typical way to obtain the qualifications would be :Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.5 years of experience in a technical support or systems administration role.Experience supervising a team of technical support professionals or acting as a lead technician.Strong technical expertise in Managed Service offerings including Network Administration, Help Desk items, etc.Knowledge of site to site communications, vpn and vlans.Experience building and administering product stack preferable.Excellent communication, interpersonal, and problem-solving skills.Strong leadership and mentorship skills.Experience with ticketing systems and customer relationship management (CRM) software.Proven ability to meet deadlines and work under pressure.LICENSE OR CERTIFICATE :
Possession of a valid Class C California Driver’s License and a good driving record.Microsoft Certifications Highly Desirable - (e.g. Microsoft 365, Entra ID, Etc.)Other Industry Certifications Desirable (e.g., CompTIA A , Network , Security ).Experience with ITIL or other IT service management frameworks.Experience with scripting languages(e.g. PowerShell).Experience with cloud computing platforms (e.g., Azure, GCP).ESSENTIAL JOB FUNCTIONS / A.D.A.
Ability to climb, stoop, kneel, bend and crouch.Ability to lift 50 pounds and carry 25 pounds.Ability to get from one location to another in the course of doing business.SOME OF OUR BENEFITS INCLUDE :
Health InsuranceDental InsurancePaid Time Off (PTO)Holiday PayCalifornia-based 401KDiscretionary CompensationAbout ISN Global Enterprises, Inc. :
An Award Winning LeaderISN Global Enterprises and its business units have been serving clients since 1995. A multifaceted, award-winning company, ISN provides a number of specialized services to clients including managed services, telecommunications, nurse call, low-voltage infrastructure, and management consulting. Our company has quickly become a regional leader by providing cost-saving systems and complete solutions to organizations throughout the United States and the world. ISN Global Enterprises, Inc. is an equal opportunity employer.
Salary : $70,000 - $85,000
