Network Technical Support Manager (Contact Center)
Roth Staffing Companies

We are hiring a Senior Technical Support Manager to start immediately.

• This is a 100% on site position.
• Need to be able to work for two shifts, either 6 AM to 3 PM or 9 AM to 6 PM PST Monday to Friday.
• Need to have 6+ years of leadership experience within a call center environment; need to know how to build SOPs, how to manage people, how to recruit people, how to build out the rules, etc.
• What we need is business product technical support specialist with a very good networking background, especially in switches.
  
  To be more specific, good networking experience means:
  
• Experience in the field, at least one year of network management / support practice.
• Familiar with Cisco/Juniper/HPE or other business network product configuration and troubleshooting. L3 Switch related experience preferred.
• Familiar with the networking technologies: TCP/IP, DHCP, DNS, SNMP, IGMP, VPN.
• CCNA or higher level or equivalent network related certification.

Responsibilities:

-Service Request (SR) Reception:

• SR reception through Call/Chat/Email/Ticket system.
• Collect necessary information and determine basic problems of SR.
• Inform customer about the service request update

-Product Information & Configuration Support:

• Provide product information and configuration support based on knowledge base and other open information sources
• Product recommendations based on product specifications or competitor's products.

-Hardware RMA: Perform hardware RMA based on relevant SOP.

-Problem Solving:

• Follow the troubleshooting SOP and collect relevant technical problem identification information.
• Provide solution based on standard internet protocols and software features.

-Immediate Escalation to L2 Support Engineer: Follow the SR Escalation SOP based on problem severity.

Daily Duties:

• Service Request (SR) reception based on work schedule.

• Provide product information & configuration support based on Knowledge Base.

• SR problem determination, relevant information collection and solution providing.

• Immediate escalation of critical problem.

• Walk customers through hardware installation or software configuration process.

• Full-time in Irvine office
Requirements
* 5+ years Customer/Technical support experience via Chat, Phone or Email

* 5 years of experience supporting SMB/Enterprise products

* Provide customer solutions based on different requirements.

* Expert-level knowledge of Wired and Wireless Networking (TCP/IP, DHCP, ARP, DNS, 802.11, 802.1X) and common networking features (VPN, 802.1Q VLAN, VoIP, Multicast, Centralized Network Management).

* Experience configuring at least one type of commercial networking product, such as firewalls, VPN routers, switches, or wireless access points.

* Exceptional verbal and written communication skills. Ability to explain technical concepts to non-technical users clearly and effectively.

* Ability to work well in a team-oriented environment. Collaborative and supportive approach to work.

* Proficiency in using Microsoft Office programs like Word, Excel, and Outlook.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories,

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