Senior Technical Support Manager

4 days ago

Manila, National Capital Region, Philippines beBeeTechnical Full time
Job Title

A senior technical support manager is sought after to lead a team of front-line technical staff providing end-to-end support for infrastructure services. This individual will be responsible for managing the operations associated with the team, including problem isolation, issue resolution, and escalation management.

About the Role
  • Manage a team of technical staff to ensure excellent customer service and timely resolution of issues
  • Oversee the daily operations of the technical support team, including trouble ticket management and reporting
  • Develop and maintain processes and procedures for the day-to-day operations of the team
  • Collaborate with internal departments to provide a collaborative solution experience for customers
  • Stay up-to-date with the latest technologies and trends in telecommunications and network management
Required Skills and Qualifications
  • 10+ years of experience in providing enterprise customer managed network and security services (managed IP, router, firewall, etc)
  • 4+ years of managing high performing teams in a complex, fast-paced environment
  • Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)
  • TCP/IP networking knowledge and VoIP technology exposure, including SIP, H323 and softphone knowledge
  • Comprehensive knowledge of TCP/IP, BGP, OSPF, telecom circuits from DS-0 through OC-48
  • Demonstrated technical problem solving proficiency
  • Excellent analytical and advanced troubleshooting skills with end-users/customers
  • Excellent customer service and communication skills, both verbal and written
  • Ability to multitask and work well in a fast-paced environment
  • Proficient in Microsoft Office applications
Benefits
  • A competitive salary and benefits package
  • The opportunity to work with a dynamic and innovative company
  • A collaborative and supportive team environment
  • Professional development and growth opportunities

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