Advanced Technical Support Engineer Lead

Advanced Technical Support Engineer Lead Description The Advanced Technical Support Engineer Lead is responsible for delivering exceptional customer support by overseeing service incident resolution across a broad product portfolio. This role involves leading a team of Technical Support Engineers (TSEs), managing inbound requests, troubleshooting complex issues, and ensuring timely and effective incident resolution. Responsibilities: Lead and mentor a team of Technical Support Engineers, providing guidance and support in troubleshooting and customer interactions. Identify root causes of technical issues and recommend practical solutions. Coordinate training requirements for engineers. Maintain team discipline, cohesion, and morale. Troubleshoot incidents and escalate as necessary. Monitor production network environments using monitoring tools to ensure service availability. Collaborate with stakeholders and vendors to maintain highly reliable network, telephony, and video services. Coordinate dispatch of technicians to perform onsite service repairs. Respond to automated alerts, diagnose issues, and determine severity and resolution paths. Perform proactive health checks of systems. Use networking and systems expertise to resolve issues quickly. Maintain detailed documentation and trouble ticket notes for all incidents. Write or revise system documentation and procedures as needed. Perform other duties as assigned. Minimum Qualifications: Bachelors degree or equivalent experience; additional training or experience may substitute for education. Strong verbal and written communication skills, including with executive-level stakeholders. 5+ years of experience in a Help Desk or high-volume call center environment. 5+ years of progressively responsible experience in network and/or server monitoring. Proven knowledge of monitoring theory and implementation. Strong understanding of internet network hardware, software, and wireless standards (802.11n/ac/ax). Knowledge of RF fundamentals, LAN/WAN technologies, DNS, DHCP, TCP/IP, VPN, wireless, and fiber technologies. Proficiency with Microsoft Office (Excel, Word). Experience troubleshooting large-scale networks.

#J-18808-Ljbffr