Technical Support Manager Needed in Agoura Hills, CA
Amtec - Agoura Hills, CA

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An exciting opportunity awaits you! Amtec is seeking a Manager, Technical Support to work for an IT and Network Services and Support company located in Los Angeles County, CA. It is a Contract-to-Direct Hire. This person will assist technical support staff in troubleshooting complex issues. Manage schedules for all technical support staff including clock in/out, vacation, sick leave, and overtime. Assign projects to staff and works with the team to ensure their timely completion and provides status updates and regular reports to upper management. Help create, and works within departmental budgets. Will hold regular meetings with the support staff on individual and group levels to ensure a high degree of customer satisfaction, employee satisfaction, and alignment with company values.

Duties and Responsibilities:

*Provides assistance to customers in a courteous and professional manner.

*Utilize organizational skills to prioritize support issues, project deadlines, and respond appropriately to multiple situations simultaneously.

*Troubleshoots issues with customers and staff in person, over the phone, and via email.

*Ensures proper configuration and maintenance of all managed network devices (routers, firewalls, etc) and servers.

*Regularly runs reports on open trouble tickets to ensure they are handled and closed within a timely fashion and to the customers satisfaction.

*Reviews customer satisfaction surveys and takes appropriate action to maintain a customer satisfaction rating of 9.0 out of 10.0 overall.

*Holds annual employee performance reviews, and semi-annual performance check-ups.

*Working with a variety of customers and situations, gathering facts, identifying root causes of problems, proper actions for resolution, and classifying and documenting calls.

*Manages employee workloads and project completion deadlines.

*Troubleshoots script and application problems with support staff for websites on both Windows (IIS) and Linux (Apache) hosting platforms.

*Documenting troubleshooting procedures and resolutions on internal trouble ticketing software.

*Documenting policies and procedures for employee and staff use.

*Review network topology and system layout documentation for company servers, routers, and switches.

*Oversees monthly, quarterly, bi-annual, and annual audits (such as inventory, software licensing, etc).

*Manages CPE inventory, orders new equipment when inventory is low.

*Delegates cancellation orders and new builds for services such as DSL, T1, firewall, VPN, managed server and co-location services.

*Assigns key cards and access to the data center for co-location customers.

*Assist sales staff with pre-sales support for potential customers.

*Must be able to work the occasional weekend, holiday and provide after hours support for the staff; on call 24 hours a day, 7 days a week including holidays.

*Performs other related duties as required.

Knowledge, Skills, and Abilities:

*Knowledge of modern office procedures and methods including telephone communications, office systems, and record keeping.

*Microsoft Windows and Microsoft Office experience including Windows XP, Windows Server (2000, 2003, 2008), Microsoft Exchange, Word, Excel, Visio, and Outlook, Project & Project Server/Project Central.

*Strong organizational and time management skills.

*Ability to manage within a budget.

*Ability to establish priorities, manage team goals, and proceed with objectives.

*Ability to handle and resolve recurring problems.

*Knowledge of basic TCP/IP concepts such as IP addressing, IP routing, subnetting, and the OSI model.

*Knowledge of OSPF, IGRP, BGP, HSRP, VPN, and firewall (IDS/IPS).

*General knowledge of Windows and Linux server administration tools and concepts.

Credentials and Experience:

*Strongly developed analytical and troubleshooting skills.

*Team player with ability to learn complex technical material and grow within the company. Must be willing and able to provide training to all support analysts.

*High level of self-motivation with a strong desire to solve problems and multi-task with priority.

*Outstanding written and verbal communication skills.

*Ability to maintain self-control when handling stressful situations and assist the staff in the same manner.

*5+ years of experience in a client focused call center, help desk or technical support environment.

*Minimum 5 years of experience with Windows Server and Linux hosting environments.

*Understanding of Internet application technologies including; HTML, XML, Internet protocols, networking, firewalls, web server configurations, Internet application architectures such as ASP, PHP, and .NET.

*Minimum 5 years experience with Cisco networking environments.

*Bachelors degree or equivalent experience.

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