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Technical Support Supervisor
- Atlanta, Georgia, United States
- Atlanta, Georgia, United States
About
SymplyFi is currently seeking a full-time technical support supervisor.
The role actively oversees the timely resolution of incidents and support requests, manages ticket queues and ensures adherence to service level agreements (SLAs).
This is a hands-on technical support role and requires an individual with a technical IT background.
Your typical day will include supervising the activity of the team, actively managing the support ticket queue to ensure SLAs are met and providing technical support to clients as needed.
The ideal candidate for this position will have excellent customer service skills, end-user network connectivity troubleshooting experience and 3 years as a technical supervisor or technical team lead.
You will supervise a team of 5 support analysts and report to the manager of Technical Operations.
Responsibilities - What you will be doing working with us
Work full-time onsite, in the office supervising a support team that provides 24/7 coverage
Actively manage the technical operations team ticket queues to ensure SLAs are met
Provide hands-on supervision and technical support mentoring for the helpdesk team
Follow documentation & workflow procedures to troubleshoot, resolve or escalate technical support issues.
Remotely troubleshoot network and application issues with customer end-user devices including POS, Windows/MAC PCs, tablets and VoIP phones.
Develop KB articles and maintain our problem resolution knowledgebase.
Experience & qualities we expect you to have
4 Years of IT technical support experience
4 years of experience using and managing common helpdesk and business software applications
3 years of IT supervisor or technical team lead experience
3 years of experience managing ticket queues and enforcing SLAs
3 years of experience troubleshooting issues with end-user Internet connectivity, PC networking and WiFi
Working knowledge of common IP Protocol and ports, IP addresses, IP subnetting, MAC Addresses, ARP, DHCP, DNS, WiFi, VLANs & Ethernet cabling
A positive, outgoing & service oriented disposition - enjoys working on a team and supporting diverse customers over the phone.
A passion for leading, training, and mentoring others
Bachelors degree or alternatively 6 years of continuous professional work experience
Experience in the restaurant, hospitality or retail industry
Experience with retail technologies like POS systems and Online Ordering
Full-time salaried position with PTO & paid holidays
$65,000 annual salary
401K, Medical, Dental & Vision coverage
Life and Disability insurance
Small, stable company where you can have direct impact
Fast pace, growth oriented environment
Languages
- English
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