Technical Field Operations Supervisor

Milestone Technologies Inc. Pleasanton , CA 94588

Posted 2 months ago

Overview

Would you like to work in a dynamic fast-moving environment that values social interaction as well as technical prowess? We pride ourselves on hiring bright, driven, enthusiastic people that have experience in supporting both Windows and Mac environments. Strong interpersonal communication skills with a high degree of empathy is a must. You must love helping people! As a Remote Field Technician, you are the 'Face of IT', an Ambassador to our co-workers. We want people for whom going "above and beyond" is second nature, who value the people behind the problems, and for whom technology is their passion. We want to deliver the best IT Support experience in the world and if you think you are up to the challenge.read on

Responsibilities

  • Works directly with Service Delivery Manager & Operations Manager to coordinate, prioritize, and maintain optimal service execution to goals and expectations of client-specific key performance indicators.

  • Leads and provides coaching for other TFO Technicians when workflow deficiencies are identified.

  • Conducts regular 1 to 1 meetings with local and regional team to provide guidance and support.

  • Audits Ticket data to ensure ticket handling quality meets or exceeds expectations.

  • Observes and reports on service trends across individuals and team as a whole.

  • Attends and provides input during weekly team meetings and leadership syncs.

  • Provide White-Glove concierge level customer experience supporting internal employees face-to-face, via chat and over the phone.

  • Schedule and communicate travel to regional offices to provide in-person support on a regular basis.

  • Provide constant updates to your users to keep them in the loop with the status of their incidents, requests or problems.

  • Educate users on basic functions and new technologies that will help streamline their workflow

  • Troubleshoots network connectivity issues including; digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network.

  • Supports users on applications and tools within the environment including; Office Suite, RSA, Okta, Collaboration tools (Zoom, WebEx, Jabber, etc), Mac and Windows OS.

Qualifications

  • 3 + years experience as a walkup/desk top support

  • Provide walkup/desktop support during normal business hours, Mon-Fri.

  • Maintain local inventory to ensure replacement equipment is always on hand.

  • Support IT Escalations impacting the site

  • Conference room support and maintenance

  • Provide Audio/Visual support for large scale meetings, and proactively test equipment to ensure full functionality.

  • Room sweeps/break fix

  • Coordinate closely with the Office Manager to determine when issues arise how best to resolve them and with which team/course of action

  • Support Local Walkboard maintenance

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Technical Field Operations Supervisor

Milestone Technologies Inc.