Technical Support Manager

Company: Fastwyre Broadband
Location: Kansas City
Posted on: March 20, 2023

Job Description:

Position Purpose/SummaryFastwyre Broadband is committed to providing the highest quality of service to the communities, customers, and employees we serve. We are looking for an experienced Technical Support Manager to lead Network Operations teams responsible for providing technical support, monitor alarms and performance of multiple regions, document and troubleshoot network incidents, and assist on network integrations activities. As a Technical Support Manager, you will hire, grow, manage, and mentor a Network Operations Center (NOC) team and a national Customer Service Technical Support team. You will partner with leaders from Central Office, Field Operations, Outside Plant, Network Engineering, Customer Care, Provisioning, and others to help grow our network's infrastructure, develop national standard operating procedures, detect and correct network anomalies, and improve customer satisfaction.This position is in a fast-growing operations department where you will have the opportunity to showcase your talent, develop your skills, and bring high tech products and services to our customers while working in a positive, fast paced, energetic, office environment.This position is an on-site position in the Overland Park, Kansas area. The NOC will provide 24x7x365 support for all services across our serving markets. It requires flexibility to work outside of normal business hours, weekends, and holidays.Primary Duties & ResponsibilitiesHire, coach, and develop NOC engineers, Support Specialists, and Customer Service Technicians to ensure prompt response and remediation of customer cases and network incidents. Prioritize all activities and responsibilities to resolve trouble tickets in a timely manner.Drive the implementation new processes and tools used to monitor network alarms, network performance and capacity to ensure optimal availability and utilization levels are maintained.Lead network operations Change Management process to ensure policies are being followed to minimize risks on all network change activities.Review existing change procedures and automate activities as needed to gain efficiencies.Proactively identify potential issues and recommend solutions to prevent or mitigate service disruptions.Lead root cause analysis process on major incidents and develop actionable plans to prevent future occurrences.Lead our knowledge management program to include maintaining a library of all network operations documentation. These include but not limited to, Methods of Procedures (MOPs), technical job aids, network diagrams, common configuration files, and process flows.Lead software compliance efforts and programs related to our customer traffic infrastructure.Develop, communicate, and enforce best practices applicable to Network Operations teams. Knowledge, Abilities, & Skills for SuccessExcellent communicator who is confident and assertive, especially during stressful situations.Energetic, passionate, self-motivated leader with a "hands on" approach and a "can do" attitude.Knowledge of computer networking concepts and protocols, and network security methodologies. Experienced with the administration and maintenance of telecommunications equipment (e.g., servers, voice switches, transport equipment, routers) Well versed in concepts, terminology, and operations of the different telecom transmission media (e.g., coper, coax, fiber, microwave, satellite).Experienced in Ansible or other tools used for deployment automation and self-healing.Experience authoring technical documents (MOPs, detailed design documents, knowledge base documentation).Understanding of inside plant and outside plant standard operating procedures.Knowledge of network management systems and performance monitoring tools.Skilled in analyzing network traffic capacity and performance characteristics. Prior experience in installing, configuring, and troubleshooting LAN and WAN components such as routers, hubs, and switches a plus.Experience in data analysis and reporting.Ability to work a flexible work schedule when needed to best serve our customers.QualificationsAt a minimum, the Technical Support Manager should have: Degree in business management, computer science, information technology, or equivalent applicable certifications. 8+ years of related work experience may be considered in lieu of degree(s) or certifications.5+ years' experience in leading technical teams. NOC experience a plus.Expert in incident management, change management standards, problem management, root cause analysis, and data management strategies.CCNA, CompTIA Network +, or equivalent networking certifications a plus.Experience with Service Now, SolarWinds, Nagios a plus.Physical Demands Select one the following for the each of the items listed below:N (Not Applicable) - Activity is not applicable to this occupation.O (Occasionally) - Occupation requires this activity up to 33% of the time or 0 - 2.5+ hours/day.F (Frequently) - Occupation requires this activity from 33%-66% of the time or 2.5-5.5+ hours/day.C (Constantly) - Occupation requires this activity more than 66% of the time or 5.5+ hours/day. Standing N--- O--- F--- C--' Walking N--- O--- F--- C--' Sitting N--- O--- F--- C--' Reach Outward N--- O--' F--- C--- Reach Above Shoulder N--- O--' F--- C--- Climbing N--- O--' F--- C--- Crawling N--' O--- F--- C--- Squatting/Kneeling N--- O--' F--- C--- Bending N--- O--' F--- C--- Keyboarding N--- O--- F--- C--' Driving N--- O--' F--- C--- Hearing N--- O--- F--- C--' Perceiving N--- O--- F--- C--' Communicating N--- O--- F--- C--' Distinguish Colors N--- O--' F--- C--- Outdoor Climate N--- O--' F--- C--- Various Terrain N--- O--' F--- C--- Cramped Workspace N--- O--' F--- C--- Lift/Carry: Up to 10 lbs N--- O--' F--- C--- Up to 20 lbs N--- O--' F--- C--- Up to 50 lbs N--- O--' F--- C--- Up to 75 lbs N--- O--' F--- C--- Up to 100 lbs N--- O--' F--- C--- 100+ lbs N--' O--- F--- C--- Push/Pull: Up to 10 lbs N--- O--' F--- C--- Up to 20 lbs N--- O--' F--- C--- Up to 50 lbs N--- O--' F--- C--- Up to 75 lbs N--- O--' F--- C--- Up to 100 lbs N--- O--' F--- C--- 100+ lbs N--' O--- F--- C--- The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate. American Broadband Holding Company, dba Fastwyre Broadband, is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.PI206629105

Keywords: Fastwyre Broadband, Kansas City , Technical Support Manager, IT / Software / Systems , Kansas City, Kansas