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WAVE Corporation

Manager, Enterprise Technical Support, Engineering, Spectrum Enterprise

WAVE Corporation, Maitland, Florida, us, 32794


Job Summary

Do you want to use your technical expertise to troubleshoot and resolve network issues? Ready to direct all daily aspects of an Enterprise Technical Support, Engineering? As a Manager of Enterprise Technical Support, Engineering at Spectrum Enterprise, you can do that.

Spectrum Enterprise provides modern enterprise technology solutions that meet the unique needs of some of the country's biggest brands. If you're looking to build your most successful career, support client growth and work alongside intelligent, driven professionals, you can do that. We're ready to go all in on your future and create an engaging environment.

Responsibilities

BE PART OF THE CONNECTION:

You manage a 24/7/365 Enterprise Technical Support (ETS) center and ensure timely issue resolutions. You continuously reassure clients through detailed communication during the resolution of escalations. You assemble and guide high-performing quality teams within an office environment.

HOW YOU CAN MAKE A DIFFERENCE:Manage event and incident requests or changes and serve as the initial point of contact for all major issues.Develop incident coordination policies and procedures for escalations, notifications and resolutions.Communicate with internal engineering teams to provide or receive information regarding network event status.Initiate testing scenarios to ensure continuity of operations and solidify disaster-preparedness across geographically dispersed support centers.Monitor technicians and/or engineers and provide constructive feedback to ensure quality and consistency.Coach and mentor teams to meet very aggressive MTTR and ticket-handling objectives.Qualifications

What you bring to Spectrum Enterprise

Required qualifications:

Experience:

Six or more years of network troubleshooting experience.Education:

Bachelor's degree in computer science, electrical engineering, a related field or equivalent experience.Technical skills:

Knowledge of IP networking fundamentals.Skills:

Project management and English communication skills.Abilities:

Proven history of multi-tasking and managing multiple initiatives.Preferred qualifications:

Management or Engineering experience in an operations center.Experience with technical writing best practices and developing technical support documentation.Experience and knowldege of Spectrum Enterprise fiber transport services and products.Expert knowledge in one or more key Service Provider areas of MPLS Services, Underlay Transport Services, Cell Tower Backhaul, and Optical Wave Services.Industry-specific professional-level network certifications.Knowledge of L2 and L3 VPNs, LAN, WAN, network operating systems, switching and routing architectures and VoIP switching platforms.Familiar with HFC, DOCSIS, CMTs, CWDM, DWDM, SONET, T1, Ethernet and wireless technologies.What you can enjoy every day:

Embracing diversity:

Aculture of excellence that celebrates diversity, innovative thinking and dedication to exceeding client expectations.Learning culture:

Company support in obtaining technical certifications.Dynamic growth:

Paid training and clearly defined paths to advance within the company.Total rewards:

Comprehensive benefits that encourage a work-life balance.

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