TAC Supervisor

Job Description:

The Technical Assistance Center Supervisor (TACS) is a 24x7x365, market-based position responsible for providing physical and Level II technical support to Flexential customers and resources as well as leadership to the TAC employee base. Candidates to be considered for this role must have a solidified understanding of Facilities infrastructure, Windows operating systems, PC Troubleshooting and Management Applications. Additionally, candidates for this role must have demonstrated intermediate leadership skills and abilities. Technical Assistance Center Supervisor’s must be able to demonstrate the ability to represent Flexential both professionally and technically during interactions with customers and internal resources in a calm and professional manner.

Customer Support (35% of Duties)

• Provide Support to the Flexential Customer Base
• Timely resolution and/or escalation of customer issues
• Maintain a level of professionalism while engaging with customers
• Troubleshoot and document technical issues using Flexential ticketing system
• Follow Flexential Support processes and procedures
• Execute routine maintenance procedures (Customer reports, System Updates, Backup Services)
• Infrastructure inventory audit and verification
• Physical device alert review throughout data centers.
• Incident triage and escalation
• Assist with customer Joint Technical Review preparation
• Participate and/or present Joint Technical Review

Provision Flexential Services (25%)

• Coordinate and/or complete physical and logical installations of Flexential services
• Update all relevant and required documentation

Leadership Responsibilities (15%)

• Manage assigned workflow tasks in order to provide timely turnaround to customer
• Respond professionally and effectively to Customer requests and/or issues
• Execution of technical tasks required to transition Customers from sales to ongoing support
• Provides feedback and coaching to TAA’s in a variety of ways to include real-time feedback and assigned regular one-on-one meetings. Management of TAC interns
• Maintaining TAC work schedule including drafting, obtaining TACM approval, publishing, and tracking/approval of PTO requests
• Resource Assignment in TAC
• Oversight of all special projects
• Taking ownership of technical issue and communication to the customer, partners, and internal departments of any issue you or your team are assigned to
• Possess a minimum of two core strengths within the verticals of Flexential Services
• Develop training plan for TAC personnel
• Conduct and assist with knowledge transfer and training exercises
• Other duties as assigned by manager

Assist in Facility Operations (5%)

• Follow Flexential data center policies and procedures
• Participate in Facility Training Programs
• Work with Market Facility Operations Engineer on daily data center management
• Manage inventory levels of data center consumables/supplies
• Training (5%)
• Maintain a working level of proficiency with all Flexential services
• Recruiting (15%)
• Participate in market recruiting activities to include development fostering of relationships with educational partners
• Screen resumes of intern and full-time job candidates
• Schedule and participate in and/or lead initial phone screen of candidates
• Schedule and participate in and/or lead onsite interviews for candidates
• Participates in the candidate disposition process
• Perform other duties as required and assigned

• Demonstrated prior leadership experience
• Passion for providing a great customer experience
• Experience in a 24/7 production environment
• Excellent troubleshooting skills
• Strong understanding of Microsoft Operating systems
• Fundamental knowledge of networking – Routing, Subnets, Communication protocols
• A.S. degree in Computer Science, MIS, CIS, a related field, or equivalent experience
• Excellent verbal and written communications skills.
• Strong attention to detail, making and keeping commitments and meeting deadlines.

• Fundamental understanding of Network load balancers
• Strong understanding of fundamental Networking concepts – Firewalls and Switching / Routing
• Experience supporting web servers hosted on IIS / Apache.
• Experience supporting SQL / MySQL environments
• Familiarity with ITIL Incident Response methodology
• Must be a self-starter and motivated
• Fundamental certifications (A , Net or Sec )
• 1 Core focus certification (OS, Virtualization, Networking)
• Proficiency in Linux operating systems

• Ability to sit for extended periods of time
• Moderate keyboard usage

Benefits of working at Flexential:

• Medical, Telehealth, Dental and Vision
• 401(k)
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• Life and AD&D
• Short Term and Long Term disability
• Unlimited Paid Time Off (PTO)
• Leave of Absence
• Employee Assistance Program
• Wellness Program
• Rewards and Recognition Program

Benefits are subject to change at the Company’s discretion