Senior Manager - Technical Support - In office

Randstad

  • Cambridge, ON
  • Permanent
  • Temps-plein
  • Il y a 14 jours
Senior Manager- NEWT Technical Support
Responsibilities
Team Management:
  • Liaise with channel managers and sales to handle escalated customer situations
  • Assign Product Development Support Specialist escalated tickets to address, new product documentation to complete and training sessions to conduct with staff & customers
  • Report on-call information to payroll
  • Coordinate and schedule support desk coverage for after hours and holidays
  • Handle customer complaints and escalations, providing support for difficult or ambiguous situations
  • Collaborate on workflow process and product development initiatives
Advantages
Technical knowledge:
  • 3+ years experience of Linux/ Networking
oIn-depth knowledge of networking protocols; included but no limited to: VLAN, QoS, IP Subnetting, Routing, HTTP, TFTP, Bash Scripting, BGP, EIGRP, OSPF T1, 1FL, Fibre and DSL
oCCNA: Knowledge of cisco product and configuration
oExperience with physical cabling and server racking
  • Experience in providing Customer service & resolving issues
  • Software: putty, Outlook, snmp, SQL, 3RD party ordering and support portals, trouble ticketing and tracking systems, CRM systems, Wiki editing, cacti, wireshark
  • 3+ years experience with business PBX systems (such as Avaya / Mitel / Cisco / Aastra etc)
  • 3+ years experience diagnosing / troubleshooting sip and voip issues
ResponsibilitiesTechnical:
  • Coordinate and complete training and testing to support desk team members.
  • Mitigate impact of critical outages and service impairments (implement alternatives to work around the issues at hand)
  • Complete and manage advanced custom configuration for customers
  • Liaise cross departmentally as Technical lead to develop new product offerings (identifying potential product, testing, QA, i.e. SD-WAN, Cisco PnP, LTE Failover, Faxback)
  • Liaise cross departmentally with other product development stakeholders to launch new NEWT developments on a software and networking tool level. i.e. automation tools
  • Lead specific product development projects
  • Create/ co-create and contribute to documentation of support resources relating to new products
  • Provide Non Standard Requests- consultation on technical matters impacting NEWT offering.
oThis entails working directly with Customers/VARs for discovering, designing, testing and implementing NSR approved requests
  • Provide Sales, Service Delivery and MAC team consultation to technical matters from a NEWT and network engineer standpoint.
  • Field escalated customer situations to include customer contact by overseeing, re-producing, reconstructing and debugging of problems
  • Engage with external partners as required to isolate and resolve issues/bugs relating to NEWT software/hardware/network.
  • Proactively engage with external partners as required to complete maintenance, upgrades and migrations relating to NEWT software/hardware/network.
  • Engage with internal SMEs as required to isolate and resolve issues/bugs relating to NEWT software/hardware/network, i.e call routing problems.
  • Proactively engage with internal SMEs as required to complete maintenance, upgrades and migrations relating to NEWT software/hardware/network. This is a proactive capacity supporting i.e. Cisco support
  • Discover, develop and test API scripts for daily support task automation
  • Respond promptly and reliably to queries from internal customers (i.e. Service Delivery and Sales teams) and VARS
  • Complete technical investigations and provide insight, analysis and risk assessment regarding potential security risks
  • Provide escalated on-call support
  • Provide weekly technical mentoring for the team
Qualifications
Essential Knowledge and Skills
  • College diploma in a field related to technology
  • 5-10 years of proven team management experience in a similar position
  • Familiar with regulatory bodies such as the CRTC
  • Strong attention to detail
  • Excellent organizational skills
  • Time management and prioritization skills
  • Ability to work effectively under pressure
  • Strong communication skills (written and verbal)
  • Diplomacy, leadership, and negotiation skills
Summary
Technical knowledge:
  • 3+ years experience of Linux/ Networking
oIn-depth knowledge of networking protocols; included but no limited to: VLAN, QoS, IP Subnetting, Routing, HTTP, TFTP, Bash Scripting, BGP, EIGRP, OSPF T1, 1FL, Fibre and DSL
oCCNA: Knowledge of cisco product and configuration
oExperience with physical cabling and server racking
  • Experience in providing Customer service & resolving issues
  • Software: putty, Outlook, snmp, SQL, 3RD party ordering and support portals, trouble ticketing and tracking systems, CRM systems, Wiki editing, cacti, wireshark
  • 3+ years experience with business PBX systems (such as Avaya / Mitel / Cisco / Aastra etc)
  • 3+ years experience diagnosing / troubleshooting sip and voip issues
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.

Randstad