JOB DESCRIPTION: Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. Additionally, may interact with product support personnel and potentially the customer when the customer's problem cannot be resolved directly by first-level resources. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee). LEADERSHIP AND MANAGEMENT: Directly supervises individual contributors (skilled technicians, administrative support) and/or entry level professionals (accountants, entry-level engineers) N/A PROBLEM COMPLEXITY: Administers and executes policies, processes, and procedures that affect subordinate employees and the workflow of the work unit. Leads daily operations of work unit. FREEDOM TO ACT: Assignments are task or activity oriented. Work is reviewed for soundness of judgment and overall quality and efficiency. IMPACT: Decisions impact work unit operations. Erroneous decisions or recommendations or failure to achieve results might cause delays in schedules and require the allocation of more people and financial resources. LIAISON: Interacts internally primarily with subordinates and other supervisors. External interactions is typically with suppliers, vendors and/or customers. Primary purpose of liaison is information sharing and basic problem resolution.
TYPICAL EDUCATION AND EXPERIENCE: Bachelors and five (5) years or more experience; Masters and three (3) years or more experience; PhD and 0 years related experience; Six years of technical management experience in a NOC environment.
ITSM Experience (Remedy, ServiceNow)
Understanding of networking and monitoring tools