Skip to content
IT Technical Staging & Support Supervisor
| Company | New Era Technology |
|---|
| Location | Wayzata, MN, USA |
|---|
| Salary | $59000 – $62000 |
|---|
| Type | Full-Time |
|---|
| Degrees | |
|---|
| Experience Level | Senior, Expert or higher |
|---|
Requirements
- General telecommunications industry experience or equivalent trade school degree
- 7+ years of data networking experience
- Experience in IT industry fields or equivalent experience in the capacity of large-scale projects or national or international deployments
- Experience with Microsoft based desktop, laptop computers and servers
- Mobile device experience (smart phones, tablet pc, etc.)
Responsibilities
- Manage the daily operations of the Staging Area and provide guidance and support to the Staging Technicians
- Monitor service boards and work service requests or route to appropriate team members
- Approach technical issues with root cause discovery and resolution in mind
- Assist Pre-Sales with engineering bids and peer reviews
- Manage resource scheduling, assignments, PTO and on-call
- Process improvement projects
- Provide technical guidance, expertise, and support to customers and internal technical teams
- Act as a technical escalation point for logistics technicians and operations
- Collaborate with colleagues to achieve superior customer service
- Increase responsiveness and implement permanent resolution of issues by identifying trends in service histories
- Create and publish documentation in the knowledge base
- Contribute to and maintain system, installation, and configuration standards and procedures
- Share newly acquired information with peers to improve support team capabilities
- Comply with internal security controls and procedures for New Era Technology and customers
- Provide mentoring and training of other technicians
- Respond to customer and vendor questions and provide technical assistance and support
- Document/log all activities including details on the end user, problem summary, solution summary, installation notes and job progress
- Participate in project kick-off meetings and provide updates in team calls
- Consult with assigned customers, vendors, sales members, engineers or other individuals to discuss and resolve issues for assigned customer’s projects
- Identify and escalate situations requiring urgent attention
- Understand the company’s corporate IT policies and report violations or concerns
- Strive to understand budgets and contracts in place with assigned customers
Preferred Qualifications
- Voice and Video networking experience or knowledge
- Certification and/or experience with multiple vendors: Cisco, Meraki, Fortinet, Viptella, Aruba, Aerohive, Cradlepoint
