34 Emplois pour Help Desk - Canada
Manager - IT Support
Aujourd'hui
Emploi consulté
Description De L'emploi
We're seeking a Senior Manager of Technical Support to lead our team. In this role, you will be the primary point of contact for complex customer escalations, working directly with sales and channel managers to resolve issues. You'll manage the workflow for your team, assigning tasks related to product development, support tickets, and training. Additionally, you will be responsible for scheduling on-call and after-hours support, handling customer complaints, and collaborating on new product and process initiatives.
Responsibilities
As a key member of our team, you'll be responsible for:
- Technical Leadership & Mentorship:
- Serve as a technical lead, providing consultation to internal teams like Sales and Service Delivery.
- Act as a point of escalation for customer issues, meticulously troubleshooting and debugging problems.
- Engage with external partners and internal subject matter experts to resolve complex hardware, software, and network issues.
- Proactively manage system maintenance, upgrades, and migrations in collaboration with internal and external partners.
- Provide weekly technical mentorship and training to team members.
- Product Development:
- Lead specific product development projects from concept to launch.
- Act as a cross-departmental liaison to identify, test, and develop new product offerings (e.g., SD-WAN, LTE Failover).
- Develop and contribute to support documentation for new products.
- Discover and test API scripts to automate daily support tasks.
- Advanced Support & Operations:
- Provide advanced custom configurations for customers.
- Conduct technical investigations and risk assessments for potential security issues.
- Manage critical outages and service impairments, implementing workarounds to mitigate impact.
- Provide consultation and implement approved Non-Standard Requests directly with customers and partners.
- Respond promptly to technical queries from internal teams and third-party partners.
- Provide escalated on-call support as needed.
Qualifications
Essential Skills & Knowledge
- A college diploma in a technology-related field.
- 5–10 years of proven team management experience in a similar role.
- Extensive experience in providing exceptional customer service and resolving complex issues.
- Strong verbal and written communication skills with a high degree of diplomacy and leadership.
- Excellent organizational, time management, and prioritization skills with a keen attention to detail.
- Ability to work effectively under pressure.
Technical Expertise
- Network & Systems:
- 3+ years of experience with Linux and networking.
- In-depth knowledge of networking protocols, including VLAN, QoS, IP Subnetting, Routing, HTTP, BGP, EIGRP, and OSPF.
- Experience with physical cabling, server racking, and a solid understanding of Cisco products (CCNA knowledge preferred).
- Proficiency with software like PuTTY, Wireshark, SNMP, SQL, and CRM and trouble ticketing systems.
- Familiarity with regulatory bodies such as the CRTC.
- Voice & PBX:
- 3+ years of experience with business PBX systems (e.g., Avaya, Mitel, Cisco).
- 3+ years of experience diagnosing and troubleshooting SIP and VoIP issues.
Soyez le premier informé
À propos du dernier Help desk Emplois dans Canada !