Technical Support Manager

Description

Overview:

The Technical Support Manager is responsible for working to either restore service as quickly as possible, or alerting and/or escalating issues to the appropriate Information Technology support person.

ESSENTIAL FUNCTIONS:

• Maintain office network infrastructure including Firewall, Access Points, Switches, Etc.
• Office 365 / Teams support, Maintain Spam filter and mail security gateway
• Desktop support for corporate employees and area managers. Analyzes symptoms of technical problems and researches solutions.
• Manage distribution of laptop upgrades
• Manage restaurant/office VoIP system structure
• Maintain VPN access for certain corporate users
• Maintain and perform further development on Azure servers
• Assist in the research of prospective new technologies to be used in the office or at restaurants
• Responds to technical problems from end users via phone and email.
• Collaborates with 3rd party vendors as necessary to resolve technical issues `
• Provides solutions to reduce technical issues generating high call volume.
• Participates as scheduled in the on-call support calendar.
• Increases capabilities of the Information Technology team by documenting symptoms, causes, and solutions to technical problems in the knowledge base.
• Analyzes support trends and forward recommendations to direct supervisor.
• Stays current with, understands and adheres to all company processes, job expectations and processes specific to technical support.
• Provides some reporting and administration duties to aid in analyzing Help Desk performance. (Example: frequent caller process, closed call reviews, etc.)
• Writes and reviews knowledge base content
• Assists in the orientation, training, and coaching of new and existing employees.
• Records feature requests, performance issues, and suspected bugs to Supervisor as needed.
• Returns all team member calls promptly.
• Consistently strives to improve efficiencies and lower costs in the IT department.
• Attends team discussions and conference calls with team members on specific technical concerns and requests.
• Manages the readiness, inventory and configuration of the hardware and software of the POS lab system as well as laptop/spare inventory for office team members and restaurants.
• Proactively recommends changes to current training material and processes as identified.
• Understands and executes the company’s installation and training policies, and best practices.
• Shows initiative to continue to improve user satisfaction by managing workload responsibly, including utilizing resources to meet or exceed deadlines and team member expectations.
• Displays professionalism in all aspects of performance including applying common sense to process and procedures when written direction allows for flexibility and/or creativity.

Requirements

At least 3 years of experience in a first level technical support position.

Knowledge of POS technology, software and hardware, networking, and technical support.

A and Net certification preferred.

Technical diploma (preferred) in a related field from a recognized institution or equivalent experience.

Excellent and interpersonal and customer service skills.

Strong troubleshooting, analyzing and problem-solving skills.

Ability to learn new technology and applications.

Solid written and verbal communication skills.

Strong time management skills.

Ability to communicate in English.

Mature and self-motivated professional able to handle a fast-paced environment with the ability to change schedule and juggle multiple projects when necessary.

Strong multitasking and project management skills.

Excellent follow through and organizational skills.

PHYSICAL REQUIREMENTS:

Ability to remain in a seated position for sustained periods of time.

Ability to use hands for reaching, handling papers, picking up the telephone, typing on a computer, etc.

Ability to lift or carry 30 pounds.