Supervisor, Technology Support (2ND SHIFT)

Four or more years of experience in a technical customer-focused role, preferably in a NOC or similar environment

Experience with ticketing and monitoring platforms, such as ScienceLogic, ServiceNow, or similar applications

Knowledge of a broad array of systems and software troubleshooting

Familiar with basic networking technologies and protocols, such as routing and switching, Domain Name Services (DNS), and Firewall technologies

Know Your Rights (Spanish)

Pay Transparency Nondiscrimination Poster-Formatted

Establish knowledge and technical baseline for TCSRs in the OSC and establish plans for improvement

Manage required documentation and refine processes as needed to support the team and enterprise

Serve as a key point of escalation contact

Answer phones and respond to customer requests

Provide technical support to troubleshoot customer issues

Respond to alarms and take appropriate action to correct the problem or escalate based upon Operations Service Center policy