Tech Support Supervisor
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Accentuate Staffing is currently recruiting for a Tech Support Supervisor to join a local manufacturing company. This position will have 5 individuals directly reporting to them. The ideal candidate will have experience supporting Microsoft Windows, Networks, Laptops, and Desktops.
Responsibilities:
- Monitors daily phone support to ensure quality support is provided
- Handles normal support calls, escalations, and customer specific projects such as database, networking, reporting and custom inquiries
- Serves as the primary point of contact for the technical support team for both external and internal communications with Customers, Customer Service, Operations, and Finance and participate in meetings where necessary
- Interface with development and engineering teams to track and resolve software bugs and hardware issues
- Assists on support calls when knowledge deficits are identified. Identify recurring issues and trends to proactively address issues
- Coaches team members
Requirements:
- Associate degree or equivalent and minimum 5 years of experience in the field or in a related area. Bachelor’s degree in computer/IT discipline preferred.
- Clear and effective written and verbal communication
- Excellent troubleshooting, diagnostic and critical thinking skills
- Advanced PC and Network knowledge
- Has knowledge of commonly used concepts, practices, and procedures within the technical support arena
- SQL Server Database
- Certifications such as A+, MCSE or ITIL are preferred
- Experience with CRM use preferred
- Knowledge of TCP/IP, VPN, RDP, and other network protocols
- Knowledge of remote access solution support tools and techniques preferred
- Some supervisory experience required
